Branch Manager - The Glen in Brisbane

Lead, inspire, and drive growth as a Branch Manager at HCF in our busy Glen Waverley Branch, located inside The Glen Shopping Centre. Join us in enhancing customer experiences and achieving excellence in member services.

About the Role

As a Branch Manager at HCF, you will be responsible for planning, directing, and controlling the business development of the branch. Your focus will be on acquiring and servicing all members who visit the branch, as well as during external activities and events. You will develop, coach, and lead branch staff in customer service, product knowledge, and acquisition skills. Additionally, you will manage customer service, branch operating systems, administration, and business quality to agreed levels, while exceeding acquisition goals and operating within the expense budget. You will also be required to work 1 - 2 Saturdays per month from 10am - 2pm, with additional pay provided for these shifts. Mandarin language skills are highly desirable, as they will be a valuable asset in supporting our diverse community.

Training

Please note there will be one week of training in our Head Office in Sydney CBD (commencing 19th October or 30th November) with travel and accommodation arranged in advance. This training has been designed to help support you and your transition into this role. You will also be provided with consistent, ongoing coaching and support to help you succeed and build confidence.

Flexibility

We offer one Family & Friends day and 3 additional flexible leave days each year, giving you more freedom to recharge, manage personal commitments, and maintain a healthy work-life balance.

Responsibilities

• Develop membership growth strategies to achieve Health Insurance, Life Insurance and Overseas insurance product sales budgets.
• Engage in external acquisition-focused activities, including local area marketing and corporate client activities.
• Drive first point resolution to member enquiries and resolve member complaints to satisfaction.
• Ensure branch resourcing aligns with member servicing requirements and deliver high customer service levels.
• Develop and maintain a highly engaged team, providing regular feedback and coaching.
• Manage branch operations within the expense budget and ensure adherence to policies and procedures.
• Propose improvements to sales, workflow, or distribution.

About You

• Ability to adapt positively to frequently changing work practices and needs.
• Demonstrated experience in leading, motivating, and developing employees.
• Ability to meet individual/team and departmental deadlines.
• Positive and motivated personality with the ability to relate to people at all levels.
• Intermediate to advanced computer skills (MS Office, Outlook, Teams).
• Ability to work in a team environment and exercise developed judgment when solving problems.
• Ability to remain calm under pressure and perform tasks on a timely basis with minimal supervision.
• Mindset of running the branch like your own business.
• Build and maintain strong relationships with local businesses, community groups, and key stakeholders to grow HCF's profile and generate new opportunities.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we've been putting our members and their health first. As Australia's largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric. We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

Culture & Benefits

• Purpose-driven passion: We're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
• Wellness and work-life balance: We'll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best.
• Collaboration and inclusivity: We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment.
• Continuous learning and growth: We believe in lifelong learning. HCF provides opportunities for personal and professional development.

Next steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss or call 02 9290 0464. We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date. Please be aware of recruitment scams, phishing, and impersonation attempts. HCF will never request payment or sensitive financial information at any stage of the recruitment process. If you receive suspicious communications claiming to be from HCF, please verify them through our Careers page or contact us directly.

At HCF, we want our people to feel supported and empowered to be their best self at work. We create a flexible, inclusive, family-friendly culture so our employees are inspired and motivated to achieve the best for themselves and our members. Our purpose is to bring a human touch to every part of the healthcare system, in big ways and small. Our values inform the way we do things. They help us build the culture we need to realise our purpose.