Service Operations and Communication Manager

6 months ago

Melbourne, Australia Hostplus Full time

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**Job no**: TGGER

**Category**: Insurance Operations, 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**:
In the role, your main objective is to lead and integrate operational frameworks to support the growth of service transactions through our digital channels. You will play a pivotal role in engaging members, employers, investors, and advisors through effective online engagement activities at key points in their journeys.

Additionally, you will be responsible for managing communication and distribution for the fund, ensuring that Hostplus maximizes education and engagement opportunities at every touchpoint. Join us in this critical role where your leadership will drive operational efficiency and enhance communication strategies at Hostplus.

**About you**:
As the Service Operations and Communication Manager, you are a strategic leader dedicated to elevating member satisfaction and engagement through innovative digital solutions. Your previous experience includes:

- Demonstrated ability to drive member engagement through digital service channels, optimizing education and interaction strategies
- Proven track record in crafting compelling digital engagement strategies across various platforms, including Statements, Member Online, App, Website, CDM activity, and eDMs (Marketo)
- Strong expertise in managing service communication and distribution, ensuring compliance and alignment with member journeys
- Exceptional skills in developing and executing implementation plans to prioritize and capitalize on strategic opportunities
- Collaborative approach to working with transformation teams and wider business units, ensuring seamless integration of new digital functionalities to enhance service outcomes and member experiences.***

Your strategic vision and hands-on approach will be instrumental in shaping Hostplus's service operations and communication landscape, driving forward innovation and excellence in member engagement.

**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 value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:

- 15% superannuation.
- Access to subsidised financial advice.
- Salary packaging.
- Flexible work arrangements.
- Excellent EBA based conditions eg: including generous, flex leave, paid parental leave, long service leave at 5 years, additional leave over Christmas shutdown.

**How do I apply?**

We are passionate about creating an inclusive workplace that promotes and values diversity. We believe diversity of thought, background and experience strengthens relationships and delivers meaningful benefits to our people, our members, and the communities we operate in.

**We Care**: We care about our work, our clients and colleagues.

**Better Together**: We’ve got each other’s backs, and we never walk alone.

**Go For it**: We are optimistic, and we focus on solutions, not problems.

**Keep it real**: We are honest, genuine, straightforward and transparent.

**Be Proud**: We are proud of who we are and the work we do every single day.

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