About the roleAt 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 responsibilitiesLead, coach, and develop a high-performing Payments Support teamManage workflow, priorities, and team performance to meet service standardsOversee end-to-end payment processing, validation, and reconciliationMonitor service levels and address issues impacting accuracy or deliveryProvide escalation support for complex payment, claims, and dispute mattersEnsure compliance with regulatory requirements and quality standardsIdentify, manage, and escalate risks, incidents, and control gapsDrive continuous improvement through process optimisation, data insights, and stakeholder engagementAbout youProven leadership experience in payments, claims, or financial operationsStrong understanding of payment processing and reconciliationExperience working within compliance and risk frameworksAbility to coach and develop high-performing teamsStrong problem-solving and decision-making capabilityExcellent communication skillsHighly regardedExperience applying NDIA policy and frameworksBackground in claims resolution or dispute environmentsExperience in regulated or highly governed environmentsExposure to process improvement or transformation initiativesFamiliarity with NDIS payment systemsWe 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 Thrivenib’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 inclusionWe 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] at nibOur 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 workspace50% discount on employee health insurance + 35% off travel insuranceThe chance to give back to the community through paid leave for volunteering through nib foundationAccess to our nib Well Program and corporate fitness discountsAccess to employee share plans, short-term incentive program and life and salary continuance insurance benefits18 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 employeesThe fine printAll 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.
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📌 Payment Support Team Leader (Melbourne)
🏢 nib Group
📍 Melbourne