Lead the transformation of a national sales operations and customer onboarding function supporting thousands of healthcare professionals across Australia.

- Newly created national leadership role with operational ownership, strategic influence, and transformation impact
- Opportunity to redesign the customer onboarding journey, sales operations and member experience at scale
- Sydney | Full time

Impact of the organisation

Miga (Medical Insurance Group Australia) is a member-owned organisation, supporting over 40,000 medical professionals across Australia, including doctors, medical students, practices and healthcare organisations.

Providing insurance, medico-legal support and a range of exclusive benefits to members, Miga plays a critical role in enabling safe, confident practice and high-quality patient care.

With a strong national footprint and a clear strategic focus on customer insight, operational excellence, and performance-driven culture, Miga is investing in the transformation of its growth and acquisition function, recognising a significant opportunity to improve operational efficiency, streamline onboarding, and create a more seamless member experience nationally.

Impact you will have in this role

This is a newly created leadership role designed to transform how Miga acquires, onboards, and supports new members nationally across multiple product segments.

This role is not a traditional sales leadership position focused purely on revenue generation. Instead, it is centred on improving how the sales function operates, ensuring enquiries, applications, and onboarding processes are efficient, compliant, scalable, and customer centric.

Reporting to the Head of Growth and Acquisition, you will lead the national Sales Operations and Business Development function, overseeing a geographically dispersed team while driving operational excellence across new customer onboarding, workflow management, CRM systems, lead conversion, and cross-functional collaboration.

You will play a critical role in redesigning operational processes between Growth & Acquisition and Underwriting teams, improving conversion efficiency, reducing friction points for doctors and medical students, and ensuring a consistent, high-quality onboarding experience nationally.

You will also lead the establishment and growth of a newly created Insurance Operations function, creating structure, processes, and capability to support the national Business Development team and free them up to focus on strategic growth activity.





This role requires a highly collaborative and emotionally intelligent leader who can build trust across teams, influence stakeholders, and operate confidently within a fast-paced, highly regulated environment. With a strong systems-thinking mindset, you will continuously identify opportunities to improve performance, streamline processes, and enhance both team effectiveness and the customer experience, while constructively challenging legacy ways of working to drive meaningful change.

Key responsibilities

- Lead and implement national sales operations and onboarding strategies aligned to Miga’s growth objectives
- Drive operational excellence across customer onboarding, lead management, quoting, and conversion processes
- Manage and develop a nationally distributed team across Business Development and Insurance Operations
- Redesign workflows and processes to improve efficiency, reduce friction points, and enhance customer experience
- Oversee CRM systems, sales operations reporting, workflow automation, and implement inbound enquiry/call management systems, and drive continuous improvement and customer experience
- Manage inbound enquiry processes across phone, web, events, and campaigns within agreed service standards
- Partner closely with Underwriting teams to improve collaboration, compliance, and onboarding turnaround times
- Use data, reporting and operational insights to identify trends, optimise performance, and improve conversion outcomes
- Lead operational planning across hospital and student acquisition segments nationally
- Implement sponsorships, events, conferences and stakeholder engagement activities supporting growth objectives
- Build strong relationships with internal and external stakeholders including hospitals, universities, medical colleges and industry bodies
- Contribute to strategic planning, budgeting, governance, and leadership initiatives nationally

Skills and experience

We’re looking for an operationally strong, commercially minded leader who thrives on improving systems, processes, and team effectiveness within complex, sales and service-driven environments.

You will bring:

- Experience leading operational, sales support, customer onboarding, or growth operations functions




- Leadership capability, with experience coaching, developing and inspiring geographically dispersed or remote teams nationally teams through change
- A proven ability to implement or optimise operational systems, workflows, customer journeys, automations or sales processes at scale
- Demonstrated systems and CRM capability, ideally across Salesforce or similar platforms
- A highly collaborative approach with the ability to build strong cross-functional relationships across teams
- Strong problem-solving capability and a continuous improvement mindset, with confidence challenging inefficient processes
- Excellent stakeholder management and influencing skills, with the ability to engage confidently with senior leaders
- A data-led mindset with the ability to use reporting and insights to drive operational decisions and performance improvements
- High levels of emotional intelligence, resilience, adaptability, and accountability in rapid-paced environments
- Strong understanding of risk, compliance and governance within regulated environments, with the ability to balance operational efficiency, customer experience, and quality assurance
- Experience working within regulated, membership-based, insurance, healthcare, financial services or skilled services environments highly regarded
- Degree qualification in business, marketing or a related discipline, and ASIC PS 146 Licensing Tier 2 accreditation, or willingness to obtain within an agreed timeframe
- National travel required

Applications

Please direct all enquiries to Erin Hinchey at Impact Advising on ****@impactadvising.com.au

Impact Advising is committed to creating diverse and inclusive work environments that reflect the rich tapestry of our communities. We believe that diversity enriches organisations and fosters innovation. We are dedicated to building workforces that are a representative of the diverse backgrounds, experiences, and perspectives of our society. We embrace diversity in all its forms, including but not limited to race, ethnicity, gender, age, sexual orientation, religion, disability, and cultural background. We actively seek to foster inclusive workplaces where all employees can bring their whole selves to work, feel respected and valued, and have equal opportunities for growth and advancement. We are committed to providing a fair and unbiased recruitment process, and we strive to eliminate any barriers that may impede the inclusion and participation of underrepresented groups in workforces.

📌 National Manager, Sales Operations - Miga (Sydney)
🏢 Impact Advising
📍 Sydney