Manager – Member Services

Manager – Member Services Award-Winning Superannuation Fund | Melbourne | Hybrid Working

 
Lead leaders, develop capability, and help shape the member experience at one of Australia’s award-winning superannuation funds.

Highlights

• Senior leadership role leading a team of Team Leaders within a large Member Services function
• Join an award-winning fund recognised for delivering strong member outcomes
• Partner closely with the Head of Member Services to drive performance, capability and continuous improvement

The Opportunity

 
An opportunity for an experienced contact Centre Manager to join an  award-winning superannuation fund to play a key leadership role within its Member Services division.
 
Reporting to the Head of Member Services, you’ll lead a team of people leaders responsible for supporting members through important financial and life stages. This role combines operational leadership, people development and service excellence, ensuring teams consistently deliver high-quality member experiences while meeting business and regulatory requirements.
 
You’ll work closely with the broader leadership team to drive engagement, performance and continuous improvement initiatives, while helping to build a culture focused on member outcomes, accountability and excellence.
 
Key Responsibilities

• Lead, coach and develop a team of Team Leaders across the Member Services function
• Drive a high-performance culture focused on member outcomes and service excellence
• Monitor and improve operational performance, service levels, quality metrics and productivity outcomes
• Support the delivery of strategic initiatives and continuous improvement programs
• Use reporting, member feedback and operational insights to identify trends and opportunities for improvement
• Partner with stakeholders across Operations, Risk, Compliance and Technology to enhance member experiences
• Build leadership capability, succession pipelines and team engagement
• Ensure regulatory obligations, policies and service standards are consistently met
• Act as a senior escalation point for complex member matters and service issues

About You

 
You are an experienced people leader who understands how to lead leaders, build capability and create high-performing teams in a regulated environment.
 
You’ll bring:

• Demonstrated experience leading Team Leaders within a Member Services, Contact Centre or Customer Operations environment
• Previous experience within superannuation, financial services, insurance or banking
• A track record of improving operational performance, employee engagement and member outcomes
• Strong coaching and leadership development capability
• Experience leading teams through change and continuous improvement initiatives
• Excellent stakeholder management and influencing skills
• A data-driven approach to decision-making and performance improvement

Why Join?

 
This is an opportunity to join a highly respected and award-winning superannuation fund that is genuinely committed to improving members’ financial futures. You’ll work alongside an experienced leadership team in a role that offers visibility, influence and the opportunity to make a meaningful impact on the experience of thousands of members.