Operations Manager, Service Performance

6 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 Complex Insurance (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. Oversight of the delivery of AustralianSuper’s annual insurance rate change project

**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._

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