AddressAt AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and deliver better outcomes for members.
Your new role
The Senior Manager, Service Improvement will work horizontally across Member Operations and the Member Domain to support Functional Managers in identifying and addressing issues which could lead to increased business risk, service failure, or negative member impact.
The role will oversee vendor change practices and maintain frameworks, policies, and procedures to guide functional managers in ensuring a culture of continuous improvement, controlled change, and excellent outcomes.
What you'll be doing
- Attend operational and governance forums to maintain a complete picture of operational performance for Member Operations.
- Maintain a prioritised list of continuous improvement initiatives raised by partners for delivery through established change delivery forums and processes
- Provide input into relevant projects or initiatives to minimize new or repeat incidents or issues.
- Oversee change testing and implementation at partners to ensure root cause is appropriately addressed to prevent future issues.
- Manage go/ no-go decisions for partner change, ensuring all risks have been mitigated and all functional leaders have appropriate control oversight of changes implemented.
- Escalation point for issues and incidents that are not resolved within agreed service levels at the Administrator
- Represent Member Operations at Member Change and prioritisation forums, and to assist in legislative change impact assessments.
- Engage across teams, domains, and partners to influence resolutions to systemic issues identified via incidents, complaints, audits, service failures, and other data points.
- Monitor open action plans of incidents and audit findings and ensure business risks are being appropriately prioritised and managed across functional teams.
- Work with domain stakeholders to ensure non-owned obligations are appropriately controlled and managed within processes, policies, and frameworks.
- Expediate resolution of incidents and action plans through engagement of SMEs, internal leadership, and external stakeholders, including involvement in commercial discussions.
What you'll need
- Experience with leading operational teams through change and managing operational risks
- Experience working with outsourced partners
- Experience working with a wide range of stakeholders to deliver a common goal
- Strong Influencing and negotiation
- Extensive industry experience within superannuation.
- RG146 compliant
- Specialist knowledge of trust deeds and Superannuation Industry (Supervision) Act (SIS Act) Legislation.
- Well established understanding of the tools needed to enable highly engaged and productive operational teams.
- Well-developed management skills including the ability to manage a large number and variety of tasks at the same time.
- Extensive experience in working under pressure, setting and managing multiple conflicting priorities and meeting specified timeframes.
- Well-developed written and oral communication/ interpersonal skills with the ability to present ideas, perspectives, and issues to senior management.
Life at AustralianSuper
AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.
We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.
What's next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
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