Head of Member Services

4 weeks ago

Brisbane, Australia Australian Retirement Trust Full time

**Lead, Inspire, Transform: Join us as Head of Member Services, driving enterprise change and revolutionizing the way we service our members and supporting them to retire with confidence**

***

**While this role is ideally based in Brisbane, we are open to considering alternate locations, or supporting a relocation. If you’re excited to embark on an exciting new adventure, don’t let location hold you back**

**Why join us?**
- State of the art offices with offerings like end of trip facilities, yoga and multi faith room, barista coffee, indoor gardens, and a multitude of spaces to encourage a collaborative culture, our workspaces are something we are extremely proud of.
- A mature outlook on flexible work arrangements which allows you to truly balance work and life. A #hybrid work from home approach is embedded in our ways of working.
- We have excellent career progression and development opportunities; we are committed to continuous improvement and have exciting plans for our future.
- We have an incredible company culture where wellbeing of our employees is at the forefront of everything we do.

**About the role**

Every one of our team contributes to helping make our members’ world better. As** Head of Member Services**, you will lead and manage the frontline member engagement channels who respond to enquiries and provide services (including general advice) to members, employers, and advisers of Australian Retirement Trust (ART). This includes the contact centre, member centres, written, and self-service channels.

We believe in the power of collaboration, and you will have the change to work closely with cross-functional divisions and business units, fostering a culture of innovation and driving positive change throughout the entire enterprise. Together, we will revolutionize the way we serve our members and exceed their expectations.

Key accountabilities will include:

- Develop and deliver a market-leading multi-channel Member Services strategy (aligning with the ART’s vision and strategy) to achieve key outcomes.
- Strategically drive the development and implementation of business improvement activities, balancing optimising scale and increasing efficiencies with maintaining a strong focus on positive member experience and quality governance and risk processes.
- Foster a culture of superior and effective service delivery and engagement with members and create an environment within the Member Services team where all decisions are made with the members’ needs in mind.
- Ensure a safe, inclusive and healthy work environment within the Member Services business unit, complying with all people, health and wellbeing policies.
- Drive integration, change, innovation and continuous improvement initiatives that deliver value within, and across Divisions.

**About you**

We are seeking a dynamic and visionary leader to join our team where you will have the power to shape the future of our fund and create a positive and meaningful experience for our members. Your strategic thinking, innovative ideas and exceptional leadership skills will be instrumental in driving our fund forward.

If this is the right role for you, your skills and qualifications may include:

- Tertiary qualifications in business or finance (or related discipline)
- Extensive management experience with a proven ability to lead and improve organisational performance for a large team, preferably in a large financial services organisation or contact centre environment.
- Exceptional leadership skills with proven ability to lead diverse teams, drive cultural change and deliver high performance.
- Demonstrated knowledge and skills in the methods, frameworks, practices, standards and governance for the strategic planning, management and delivery of member and business outcomes in a large corporate service delivery environment.
- Strong strategic and conceptual thinking capability and change management competency to oversee and lead transformational change within an organisation and with key stakeholders and service providers.
- Demonstrated ability to develop business plans for a commercially oriented service delivery organisation and the ability to plan, organise and prioritise work and resources to meet goals and agreed quality standards.
- Proven enterprise leadership capability working collaboratively with senior leaders in the organisation to execute on corporate strategies.

**About us**

As one of Australia’s largest superannuation funds, we proudly take care of over $260 billion in retirement savings. Our teams are as diverse and unique as the members we strive to inspire and empower. Our inclusive culture means you will be valued and heard in a respectful workplace, where you can be your authentic self every day. When you work for Australian Retirement Trust, every day is an opportunity to be a force for good in the lives of more than 2.3 million members.

**How to apply**

We are a Circle Back Initiative Employer - we comm

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