Head of Operations

**Overview**

As a member of the COO Leadership Team, this role shares an aligned purpose focused on quality outcomes achieved in an environment of trust and integrity. You hold accountabilities across financial controls, development of self, and our people in the pursuit of operational excellence.

As Head of Operations, you are leading service excellence through the volume functions we support our clients and customers on with a focus on efficiency and automation in an environment of high integrity and controls. You will lead people and activities that represent scale with a focus on building the capabilities required for continuous improvement. Focused on the development of our people, process and breadth of the operational services we offer.

Achieving this requires a close operating relationship with your peer group, along with a number of other stakeholders across the business.

**Key Accountabilities and main responsibilities**

Strategic focus
- Contribute to the development and implementation of strategy in line with Link’s core values and objectives and translate this strategy into operational plans
- Manage relationships with external stakeholders such as Funds, auditors, regulators and other providers, as required
- Assist with the new business tender process, providing information that supports a profitability Fund engagement model, including the delivery of standard process where possible

Operational Management
- Direct accountability for deliver across multiple administration functions including but not limited to - member & employer services, pensions, corporate & defined benefits and family law
- Adherence to agreed service standards as a minimum
- Responsible for delivering targeted KPI’s and escalation for all operational issues
- Provide accurate and timely updates to Funds regarding performance against service level agreements
- Active participation in the formulation and monitoring of budgets and performance standards, including commentary as required
- Leverage of both quality and complaints data to ensure uplift in quality results and improving member experience
- Managing the on-boarding of new Funds with a seamless transition into the standard operating environment, ensuring business continuity and a consistent member
- Maintaining levels of operational resilience in support of continuity of services through peak times
- Drive a culture of service and operational excellence that promotes continuous improvement and identification of best practice across all teams

People leadership
- Development of individuals and team in an environment of trust and integrity supporting a highly engaged workforce
- Provide senior leadership and direction to all operational managers and team members to ensure the development of a high-performing team, including coaching and development, effective performance reviews and quality selection decisions.
- Promote a OneLink culture within the team encouraging collaboration and leveraging expertise across Fund Administration to deliver exceptional results
- Drive an increase in employee engagement through targeted data-driven strategies and action plans to improve the employee experience and maintain a culture of high-performance.
- Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line with Link’s core values
- Create a safe and secure environment for team members, encouraging innovation and creativity

Governance & Risk
- Maintain awareness of the regulatory environment with respect to team functions
- Ensure that all Link Group information security policies, processes and procedures are followed, review of information security breaches, and periodic reviews of information security requirements for relevant business unit IT systems and processes
- Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place
- The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

**Experience & Personal Attributes**

Required
- 10+ years profession experience working in large and complex environments
- Degree in business or related field. Post-graduate qualifications well-regarded.
- Demonstrable and proven experience in a senior role managing Administration and Contact Centre teams and interacting with C-suite stakeholders in this capacity
- Experience in managing teams undergoing significant disruptive change and demonstrable evidence that your leadership in managing this change has produced positive outcomes for the organisation
- Experience with multi-regional and on-shore/offshore models
- Comprehensive knowledge of and operational understanding of Superannuation legislation
- Exceptional Leadership skills that produce high performing teams
- Demonstrated ability to develop and deliver value add services and to meet demanding deadlines
- Outstanding written, presenta