Operations Manager, Service Performance

2 weeks ago

Melbourne, Victoria, Australia AustralianSuper Full time
Operations Manager, Service Performance (Incident Management)

Fund Administration (Insurance & Superannuation)

Full time

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At 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 role of the Operations Manager, Service Performance is to oversee contracted critical and non-critical services, and manage outsourced operational relationships with partners who support the delivery of those services.

This role will lead operational specialists in delivering operational improvements, issue management, and incident resolution, and ensuring quality outcomes for members and stakeholders. They will also manage escalated requests for overrides or exceptions and oversee the day to day operations including business rule and process adherence.

What you'll be doing

  • Take full responsibility for services within Incidents (various activities) you will monitor the end-to-end processes performed by the Service Provider and ensure the Quality of work meets the contracted requirements.
  • Work with both internal and External Stakeholders to ensure operational controls are in place and robust and allow the Trustee to meet its obligations
  • Monitor adherence across services to the Fund's policies, frameworks, processes, business rules, and contract.
  • Monitor of SLAs, Quality, and other performance metrics at the Administrator and other service providers who support the delivery of member services.
  • Creation and monitoring of recovery plans when service levels are not met.
  • Monitor the resolution of issues and incidents, ensuring actions are performed correctly and that all required actions have been completed to appropriately resolve the root cause.
  • Oversee remediation activity to ensure members are remediated appropriately under RG277.
  • Provide Trustee approval for exceptions and processes outside of business rules.
  • Provide SME knowledge into projects, initiatives, and ideation.
  • Oversight of CI and change management delivered by vendors across monitored services.
  • Assist with planning and influencing the strategic direction for Member Operations
  • Support the delivery of improvements to critical services, through established change forums, prioritisation, and strategic business planning.

    What you'll need
  • Experience with managing operational teams
  • Experience working with outsourced partners
  • Experience working with a wide range of stakeholders to deliver a common goal
  • Strong technical knowledge across legislation, policy, and process
  • Well-developed management skills including the ability to manage a large number and variety of tasks at the same time.
  • 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.

    Progress powered by purpose.

AustralianSuper is a profit-to-member fund, run only to benefit members.

We became Australia's largest superannuation provider by building an exceptional team of expert professionals and passionate leaders, all working towards the common goal of improving members' retirement outcomes.

As we grow larger and more complex, we remain committed to building an inclusive global team that embraces diversity, high performance and our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes.

AustralianSuper is a profit-to-member fund, run only to benefit members.

We became Australia's largest superannuation provider by building an exceptional team of expert professionals and passionate leaders, all working towards the common goal of improving members' retirement outcomes.

As we grow larger and more complex, we remain committed to building an inclusive global team that embraces diversity, high performance and our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes.

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