Payment Support Team Leader

About the role At nib, we’re here for good reason - to support better health and wellbeing for our members, participants, and communities. We’re looking for a Payment Support Team Lead to join our Thrive division, leading a high-performing team responsible for delivering accurate, timely, and compliant payment outcomes. This is a key operational leadership role where you’ll balance performance, quality, risk, and customer outcomes, while building a capable and engaged team. As the Payment Support Team Lead, you will oversee the day-to-day performance of the Payments Support team, ensuring high-quality delivery across claims, administration, and payment resolution activities. You’ll lead with clarity and accountability, supporting your team to manage complex payment scenarios, while driving continuous improvement and strong compliance outcomes. Key responsibilities Lead, coach, and develop a high-performing Payments Support team Manage workflow, priorities, and team performance to meet service standards Oversee end-to-end payment processing, validation, and reconciliation Monitor service levels and address issues impacting accuracy or delivery Provide escalation support for complex payment, claims, and dispute matters Ensure compliance with regulatory requirements and quality standards Identify, manage, and escalate risks, incidents, and control gaps Drive continuous improvement through process optimisation, data insights, and stakeholder engagement About you Proven leadership experience in payments, claims, or financial operations Strong understanding of payment processing and reconciliation Experience working within compliance and risk frameworks Ability to coach and develop high-performing teams Strong problem-solving and decision-making capability Excellent communication skills Highly regarded Experience applying NDIA policy and frameworks Background in claims resolution or dispute environments Experience in regulated or highly governed environments Exposure to process improvement or transformation initiatives Familiarity with NDIS payment systems We know some people only apply when they meet every requirement. We’re always on the lookout for curious individuals who will add to the culture – so if this role resonates with you and you have relevant experience, we’d love to hear from you! About nib Thrive nib’s vision is better health and wellbeing for all Australians. We know there are few greater opportunities for us to have a meaningful social impact than in keeping people healthy, and now, in supporting people with disabilities. We plan to do this through innovative, human and digital solutions to make a difference to people who seek convenience, accessibility and inclusion. nib Thrive is the National Disability Insurance Scheme (NDIS) business for the nib Group. In November 2022, nib acquired its first registered NDIS Plan Manager, since then we have continued to grow. We are now House of Brands who all operate as part of the nib Thrive family. nib Thrive currently supports over 40,000 participants with managing their plan. Diversity, equity and inclusion We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles. nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at [email protected] Working at nib Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose. Other benefits to support you at work (and play) include: New starter benefit to help set up a functional home workspace 50% discount on employee health insurance + 35% off travel insurance The opportunity to give back to the community through paid leave for volunteering through nib foundation Access to our nib Well Program and corporate fitness discounts Access to employee share plans, short-term incentive program and life and salary continuance insurance benefits 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees The fine print All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. All successful applicants will be required to obtain and hold valid NDIS clearances, including a valid working with children check as per nib’s NDIS Workforce Policy. We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.