Service Excellence Centre Manager

2 weeks ago

Melbourne, Victoria, Australia Hostplus Pty Full time

Acknowledgement of Country:

Hostplus acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past, present and emerging.

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?

About the role:

As the Service Excellence Centre Manager, your primary responsibility is to drive operational and service excellence in the dynamic superannuation landscape. Leading both front-end and back-end operations, you will implement strategies to meet fund obligations and objectives. Key tasks include:

  • Leading the development of products, digital landscapes, and distribution and servicing models
  • Improving operational infrastructure and implementing market-leading strategies for enhanced quality and service
  • Managing contractual arrangements, service standards, and fostering effective relationships.
  • Collaborating across internal teams and stakeholders
  • Identifying and resolving operational challenges to ensure project completion.

Your role involves collaborative work with vendors to develop operational models, communication strategies, and training frameworks. Contributing to streamlined services and technology changes, you'll play a crucial part in meeting evolving business needs. Join us in this essential role, where your commitment to excellence will shape the success of Hostplus's operations.

About you:

As the ideal candidate for the Service Excellence Centre Manager role, you possess a dynamic skill set that includes:

  • Effective production planning and scheduling ability
  • Solid administrative knowledge base
  • Excellent written and verbal communication skills
  • Strong negotiation and report writing skills
  • Ability to develop and maintain client and supplier relationships
  • Exceptional problem-solving and analytical abilities
  • Demonstrated management expertise in overseeing personnel, projects, training activities, budgets, and general office administration

Your proven capabilities make you well-equipped to lead our operations to achieve new levels of excellence at Hostplus.

Why work for us:

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:

  • 15% superannuation.
  • Access to subsidised financial advice.
  • Salary packaging.
  • Flexible work arrangements.
  • Excellent EBA based conditions eg: including generous, flex leave, paid parental leave, long service leave at 5 years, additional leave over Christmas shutdown.

How do I apply?

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

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

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

We Care: We care about our work, our clients and colleagues.

Better Together: We've got each other's backs, and we never walk alone.

Go For it: We are optimistic, and we focus on solutions, not problems.

Keep it real: We are honest, genuine, straightforward and transparent.

Be Proud: We are proud of who we are and the work we do every single day.


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