Executive Manager, Administration Services

6 months ago

Melbourne, Australia Hostplus Full time

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- ** Job no**: 4BT8R
- ** Category**: Insurance Operations

**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**:
The Executive Manager, Administration Services is responsible for the end-to-end management of Hostplus’ administration services through our external vendor, Link Group. The role will drive operational excellence for members and employers through a cost-effective operating model that is both, efficient and sustainable. The role is also responsible for ensuring Hostplus’ compliance with our internal and vendor operations governing framework.

Key responsibilities for this role include:

- Providing strategic leadership and oversight to the administration services team, driving high quality service delivery to ensure member satisfaction, engagement, and retention.
- Delivering a best practice operating model that is both, cost effective and sustainable to support the delivery of the fund’s strategic objectives, both now and into the future.
- Delivering operational excellence by facilitating continuous improvement in service delivery models and servicing of members consistent with industry standard regulations and member requirements.
- Introducing a continuous improvement process review framework to evaluate service delivery and SLAs to ensure customer satisfaction.
- Keeping abreast of all legislative changes in the everchanging superannuation landscape and across all contractual requirements, both internal and third-party service provider arrangements.
- Managing the ongoing performance of outsourced service providers and ensure contracts remain up-to-date and enable delivery of desired service models.
- Managing the resolution of service operational issues which includes identifying root core issues, analysing the impact to the operational environment and managing solutions to mitigate the risk of reoccurrence.
- Collaborating with internal stakeholders in the development and implementation of new products for members.
- Ensuring Hostplus and its outsourced service providers maintain appropriate internal controls and the fund has transparency in audit and governing frameworks.
- Ensuring Hostplus complies with legislation change requirements as it relates to the member education and service delivery models.
- Maintaining an audit and governing program that assesses the performance of its service providers or confirms the successful implementation of change initiatives.
- Managing operational requirements for the Defined Benefits products and services.

**About you**:
You will have principal ownership and responsibility to lead all elements of the administration services function and therefore the following skills and knowledge will be essential in delivering outcomes including:

- Effectively empowering the team to achieve the desired business outcomes;
- Building strong and lasting relationships through the provision of exemplary customer service for all clients (internal & external);
- Being a confident, articulate and a strong communicator;
- Recognising problems and developing strategies to address requirements in a timely manner; and
- Presenting both written and oral material clearly and succinctly and moves groups to an appropriate conclusion/outcome.

You will have extensive senior executive experience within the financial services industry, with specialised expertise in fund administration, vendor management and/or insurance. Strong leadership experience is essential with the ability to empower teams and promote collaboration across departments to achieve exceptional results. This includes holding an in-depth knowledge of managing operational teams and building best of breed infrastructure. In addition, a well-developed level of understanding of relevant regulations and legislation is required, with the ability to incorporate requirements into actions including tracking and monitoring programs.

**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 v

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