Service Excellence Manager

How will you make an impact?

Are you passionate about making a positive impact to our members dignified retirement?

As the Service Excellence Manager, you'll play a pivotal role in embedding customer outcome principles into our servicing model. Your dedication will directly contribute to enhancing operations and servicing across our portfolios, ensuring that each member receives exceptional service tailored to their needs. 

The opportunity:

Join us in revolutionizing the way we serve our members. In this role, you'll collaborate closely with internal teams and external providers to build a culture of excellence in service delivery. You'll have the opportunity to shape our servicing strategy, driving continuous improvement initiatives that elevate the member experience and align with regulatory requirements. 

Key Responsibilities:

• Building and managing a governing framework across key areas of the servicing model 
• Leading continuous improvement programs to drive changes across the business and external provider 
• Ensuring completeness of all internal and external documentation in accordance with the fund's governing framework 
• Reporting and tracking servicing outcomes to monitor performance against objectives 
• Ensuring compliance with regulatory requirements and industry standards 
• Cultivating effective relationships with key internal and external stakeholders to support service delivery excellence 
• Aligning services with member and employer needs while upholding Fund policies, procedures, and business objectives. 

About you

We're seeking a dynamic individual with a passion for Service Excellence and a commitment to member satisfaction. You thrive in a collaborative environment and possess strong leadership skills to drive change effectively. With a keen eye for detail and a proactive mindset, you excel in managing complex frameworks and implementing innovative solutions. 

What can we offer you?

Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:

• Hybrid and flexible work environment
• 15% superannuation
• Additional paid leave over Christmas and New Year
• Additional 5 days paid “flex leave”, so that you can take time out when you need it
• 18 weeks paid parental leave
• 3 days community service leave
• 4 weeks paid gender affirmation leave
• Access to long service leave at 5 years
• Access to subsidised financial advice
• Dedicated per person development budget to support your growth

Just to name a few!

About us

At Hostplus, we passionately provide our over 1.7 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.

Your role at Hostplus will make a difference, whether you're in marketing, financial advice, operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?

Our commitment to diversity and inclusion

We are passionate about creating an inclusive workplace that promotes and values diversity. We believe diversity of thought, background and experience strengthens relationships and delivers meaningful benefits to our people, our members, and the communities we operate in.

We welcome and encourage applications from people of all backgrounds, ages, religions, including Aboriginal and Torres Strait Islander Peoples, LGBTIQ+ people, those with a disability, neurodiverse individuals, women, and people with a cultural or linguistically diverse background. If a reasonable adjustment is required to assist you during the recruitment process, please reach out to us via email at talent@hostplus.com.au

How do I apply?

If you are interested in this opportunity, please follow the prompts to make an application.

We have an important duty to our members, all appointments are made subject to a satisfactory National Police, Bankruptcy and Insolvency Check.

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