As the Policy Team Leader, you’ll guide a small, capable team responsible for everything related to membership, from acquisitions and cover changes to suspensions and cancellations.

You’ll ensure every transaction is processed correctly, every interaction reflects empathy, and every outcome supports our members in the moments that matter. You’ll play a key role in maintaining smooth day-to-day operations, monitoring workflows and service levels, and helping your team navigate complex enquiries.

Partnering closely with the Claims & Policy Governance Lead and other stakeholders, you’ll also contribute to projects that enhance our digital workflows, simplify processes, and strengthen compliance across the business.

Your day to day

• Leading and supporting your team to deliver timely, accurate policy processing across all membership types
• Managing daily workflows, queues, and priorities to meet service level expectations
• Resolving escalations with empathy and a member-first mindset
• Contributing to projects that improve digital operations, simplify processes, and strengthen compliance.
• Driving process improvement and maintaining operational readiness for product and rule changes
• Promoting HBF’s values and fostering a positive, high-performance culture across the team
  
  

About you
You’re a confident communicator and natural problem-solver who enjoys leading from the front, you know how to inspire a team to perform at their best while balancing compliance, efficiency, and service excellence.

You bring:

• Strong knowledge of Private Health Insurance policy operations and membership administration
• An understanding of risk, audit, and compliance in a regulated environment
• Experience with systems like HAMBS and familiarity with QA frameworks and fund rules
• Excellent communication and stakeholder management skills, you collaborate easily and communicate clearly
• A knack for turning insights from feedback, QA, and audits into meaningful improvements
• A calm, methodical approach to problem-solving and a genuine passion for helping others succeed

Next Steps 
To apply, click on the “Apply Now" button to complete your application attaching a copy of your resume and cover letter outlining your skills and experience in relation to this role. 

At HBF, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. HBF is a place of belonging. We are proud of who we are, and we encourage applications from diverse groups such as Indigenous and Torres Strait Islander people, physical ability, age, sexual orientation, gender identity or expression and family background, including caring responsibilities.