Operations Manager, Service Performance

7 months ago

Melbourne, Australia AustralianSuper Full time

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**

Australian or New Zealand citizenship or Australian permanent residency status is required.

**_Progress powered by purpose._

  • Biddable Media Performance Expert

    4 weeks ago

    Melbourne, Victoria, Australia Performance Full time

    We are seeking a highly skilled Biddable Media Performance Expert to join our team at GroupM Nexus. As a key member of our performance organisation, you will play a crucial role in delivering success across all facets of the business.Reporting to our Director, you will be accountable for managing a developing portfolio of clients and leading a small team of...

  • Manager

    1 month ago

    Melbourne, Australia Performance Full time

    Description Position at GroupM NexusABOUT GROUPM NEXUS GroupM Nexus is the world’s leading global media performance organisation that unites GroupM Practices (search, social, programmatic, ad-ops, commerce) and Solutions (Finecast, Xaxis, Sightline and Goat) into a single unit. The global organisation will be...

  • Operations Manager, Service Performance

    7 months ago

    Melbourne, Australia AustralianSuper Full time

    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...

  • Operations Manager, Service Performance

    7 months ago

    Melbourne, Australia AustralianSuper Full time

    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...

  • Manager, Performance and Operations

    2 months ago

    Melbourne, Australia Department of Transport and Planning Full time

    Location: Melbourne | CBD Job type: Ongoing - Full Time Organisation: Department of Transport and Planning **Salary**: $134,593 - $180,115 Occupation: Other Reference: 6089 **About the Role** The Department of Transport and Planning is seeking an experienced Manager, Performance and Operations to lead the contract and commercial management for the MR5...

  • Operational Performance

    6 months ago

    Melbourne, Australia Western Health Full time

    Location: Melbourne | Western Metropolitan Job type: Full time Organisation: Western Health **Salary**: Salary not specified Occupation: Analyst, Community Services, Health and Allied Health, Nursing Reference: 53731 The Aged, General Medicine & Subacute Division is seeking an enthusiastic senior health leader to join the team as the Operational...

  • Operating Performance Team Manager

    7 months ago

    Melbourne, Australia CitiPower and Powercor Full time

    **Operating Performance Team Manager**: - Melbourne, VIC, AU, 3000**About us**: CitiPower, Powercor and United Energy own and operate the electricity distribution networks servicing 1.9 million customers located across 65% of Victoria. These customers include a large numbers of households, as well as commercial and industrial businesses, world class arts,...

  • Director

    4 weeks ago

    Melbourne, Australia Performance Full time

    Description Position at EssenceMediaComABOUT GROUPM NEXUSGroupM Nexus is the world’s leading global media performance organisation that unites GroupM Practices (search, social, programmatic, ad-ops, commerce) and Solutions (Finecast, Xaxis, Sightline and Goat) into a single unit. The global organisation will be...

  • Operational Performance

    6 months ago

    Melbourne, Australia Western Health Full time

    Location: Melbourne | Western Metropolitan Job type: Full time Organisation: Western Health **Salary**: Salary not specified Occupation: Nursing Reference: 54017 The Division of Cancer, Cardiology, and Specialty Medicine, in conjunction with the New Footscray Hospital Operations Readiness, Activation, and Transition (ORAT) team, is actively seeking a...

  • High-Performance Operations Manager

    4 weeks ago

    Melbourne Airport, Australia Australia Post Full time

    Operations Lead Job DescriptionCompany Overview:Australia Post is a leading logistics and postal services provider, delivering innovative solutions to customers across the country. As an Operations Lead, you will be part of our Melbourne Gateway Facility team, driving operational excellence and contributing to the company's mission to deliver like never...

  • Service Delivery

    7 months ago

    Melbourne, Australia Australian Unity Full time

    **Your opportunity** Australian Unity's clinical arm, Remedy Healthcare, is excited and proud to be partnering with Beyond Blue to deliver the Beyond Blue Support Services to all Australians in need. The Beyond Blue Support Service is a 24/7 omnichannel brief intervention and information service that aims to be an accessible source of support for the mental...

  • Executive Manager, Performance, Operations

    3 months ago

    Melbourne, Australia IAG New Zealand Full time

    Create an impact as an** Executive Manager, Operations, Performance & Underwriting** **Your Role** We have an exciting opportunity for an Executive Manager, Operations, Performance & Underwriting to join IAG’s Intermediated Insurance Australia (IIA) division. The role contributes to the overall success of WFI within the IIA division and focuses on...

  • Waste Management Operations Director

    4 weeks ago

    Melbourne, Victoria, Australia Citywide Service Solutions Full time

    Unlock a rewarding career with Citywide Service Solutions, where you'll have the opportunity to shape the future of waste management in Australia.We are seeking a highly skilled and experienced Transfer Station Manager to join our team at our Dynon Road facility. As a key member of our operations team, you will be responsible for leading the day-to-day...

  • Operations Manager

    4 weeks ago

    Melbourne, Victoria, Australia People2People Full time

    Company Overview">We are a leading Australian law firm renowned for our warm, welcoming, and inclusive practice that have won industry awards for gender equality and diversity.SalaryA competitive salary up to $130,000 package awaits the successful candidate.Job Description">Your role is to oversee and manage the Service Hub, Catering and Switchboard teams to...

  • Network Performance Manager

    3 months ago

    Melbourne, Australia VLine Full time

    Business Unit: **Performance Support** - Function: **Operations** - Job Code: **701986** **Network Performance Manager** - Opportunities available for: one 12 month month-fixed term position as well as one permanent due to promotion - Enjoy a fantastic team culture within a collaborative operational group. - Engage in diverse operational projects and...

  • Performance Manager

    6 months ago

    Melbourne, Australia Suncorp Group Full time

    Support our Operations & Performance team in this critical role Influential position that requires initiative & ability to collaborate at all levels Brisbane, Sydney, or Melbourne location  About the role As Performance Manager, you’ll support the Executive Office of the Chief Information Officer in driving Technology & Operations’ (T&O) executive...

  • Asset & Performance Manager

    7 months ago

    Melbourne, Australia John Holland Full time

    Melbourne, VIC, AU, 3000**About John Holland**: At John Holland, our purpose is simple, we transform lives with everything we do. We’ve always known at its heart infrastructure is about people — our customers, our employees, and the communities in which we work. That’s our difference. Deep experience and capability with a genuine care about creating...

  • Sales and Service Performance Specialist

    7 months ago

    Melbourne, Australia Vocus Full time

    Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam? We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us! The...

  • High Performance Data Centre Operations Manager

    4 weeks ago

    Melbourne, Victoria, Australia Amazon Full time

    Job SummaryWe are seeking an exceptional Data Centre Chief Engineer to join our team at Amazon. As a leader in critical facility management, you will be responsible for ensuring the smooth operation of our data centres, providing expert technical guidance, and driving innovation in infrastructure management.About the RoleThe successful candidate will have a...

  • Test Operations and Performance Manager

    1 month ago

    Melbourne, Australia ANZ Banking Group Full time

    **Req ID**: 81155 **Department**: Tech ARC Core Systems **Division**: Technology **Location**: Melbourne About Us About the Role As a Test Operations & Performance Manager in our Australia technology area, you’ll play a key role in the Bank’s Migration program covering both the Internal Bank Migration and the Suncorp Bank migration of customers to ANZ...