Head Of Member Operations

Lead, Inspire, Transform: Join us as Head of Member Operations, driving enterprise change and revolutionizing the way we service our members and supporting them to retire with confidence!

While this role is ideally based in Brisbane, we are open to considering alternate locations, or supporting a relocation.  If you’re excited to embark on an exciting new adventure, don’t let location hold you back!

Why join us?

• State of the art offices with offerings like end of trip facilities, yoga and multi faith room, barista coffee, indoor gardens, and a multitude of spaces to encourage a collaborative culture, our workspaces are something we are extremely proud of.
• A mature outlook on flexible work arrangements which allows you to truly balance work and life. A #hybrid work from home approach is embedded in our ways of working.
• We have excellent career progression and development opportunities; we are committed to continuous improvement and have exciting plans for our future.
• We have an incredible company culture where wellbeing of our employees is at the forefront of everything we do.

About the role

As Head of Operations, you will play a key role in empowering our members to retire well with confidence. Your role will be to lead transformational change that will leverage enabling technologies, automate key processes, and build distinctive capabilities of your team in Member Operations. You will be accountable for the development, design, and performance of personalised, contemporary, compliant, and efficient customer administration services for members of Australian Retirement Trust (ART).

We believe in the power of collaboration and co-creation, and you will have the opportunity to work closely with cross-functional divisions and business units, fostering a culture of innovation and driving positive change experiences throughout the entire enterprise. Together, we will revolutionize the way we serve our members and exceed their expectations.

Key accountabilities will include: 

• Develop and execute the business unit strategy and business plan, ensuring collaboration and alignment with Member Leadership Group (MLG) and other key stakeholders across ART activating the Member Strategy and contributing to enterprise strategy.
• Optimise and lead business activities, processes and manage risk to ensure timely, efficient, effective execution of all superannuation administration functions for Member Operations.
• Drive change, identification and adoption of automation, other innovation and continuous improvement initiatives focused on delivering harmonisation and building the divisions distinctive capability for the future.
• Strategically drive the development and implementation of our administration platform transition, balancing scale and efficiencies with maintaining a strong focus on positive member experience.
• Maintain consistent and culturally aligned engagement for members and other external customers across all channels.
• Develop a high performing and engaged team, connected to ART’s purpose, strategy and culture, building capability for today and the future.

About you

If this is the right role for you, your skills and qualifications may include:

• Business-related tertiary qualifications or equivalent industry experience with demonstrated senior leadership experience within the financial services industry, preferably within the superannuation industry.
• Strong superannuation experience and knowledge of the associated legislation that operates within the superannuation environment.
• Demonstrated ability to analyse and work through complex business problems
• Proven experience in leading large scale change, managing multiple concurrent inter-related initiatives.
• Demonstrated experience in leadership and management of a large team, including performance management, change management, recruitment and staff motivation.
• Strong strategic and conceptual thinking capability, with the ability to develop and implement plans to achieve outcomes.
• Highly developed commercial, risk and business acumen skills demonstrated through achievement of outcomes which meet customer, regulatory and business objectives.

About us

As one of Australia’s largest superannuation funds, we proudly take care of over $260 billion in retirement savings. Our teams are as diverse and unique as the members we strive to inspire and empower. Our inclusive culture means you will be valued and heard in a respectful workplace, where you can be your authentic self every day. When you work for Australian Retirement Trust, every day is an opportunity to be a force for good in the lives of more than 2.3 million members.

How to apply

If you are excited to join a forward thinking, supportive and growing organisation in an exciting role, apply today! Applications close Sunday, 7 April 2024.

We are a Circle Back Initiative Employer – we commit to respond to every applicant.