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Membership Services Director

7 days ago

Melbourne, Victoria, Australia Australian Financial Complaints Authority Full time
Enhancing Membership Services

We are looking for a Membership Services Director to lead our Membership Service department, driving a world-class experience for consumers and members. The role involves strategic leadership, developing a transformation plan, and implementing it for AFCA members and internally.

Key Responsibilities
  • Strategically lead the Membership Service department and develop a transformation plan for AFCA members and internally.
  • Engage with members at executive and management levels to transform the experience and value proposition.
  • Deliver a broad continuous improvement agenda that removes and mitigates risk, oversees the compliance and operational obligations of AFCA's membership base, and executes against the plan to deliver a world-class experience.
  • Formulate objectives and targets for member engagement and experience across AFCA.
Requirements
  • Demonstrated experience in developing and leading high-performing teams.
  • Very high interpersonal and verbal communication skills with a proven ability to communicate, share knowledge, build partnerships, and effectively negotiate with a broad range of people.
  • Superior communication and influencing skills.
  • In-depth understanding of financial services and member/customer organisations.