Member Services Manager

2 weeks ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 101246
**Department**: R&P Superannuation
**Division**: Talent & Culture
**Location**: Melbourne
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
As a Member Services Manager you are responsible for driving improvements in member experience. Solutions can range from improved communications and member education to uplifting fund operations. This role has specific responsibility for oversight and uplift of the Insurance Claims and Complaints processes outsourced to our administrator.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
**Role Type**: Six-month Secondment/Fixed term contract, Full time (40 hours per week) potential for permanent
**Role Location**: Melbourne
What will your day look like?
As a Member Services Manager - ANZ Staff Super you will be accountable for:
Webinar oversight - oversee the execution by others of our webinar series pilot
Complaints - oversee the Fund’s internal complaints (IDR) process which is outsourced to our administrator MUFG as well as managing external complaints (EDR)
Claims - oversee the Fund’s Insurance claims process working with our insurer Zurich and our administrator MUFG
Contribute meaningfully to efforts to track and shorten end-to-end claims experience
Review and drive uplift in claims communications where brevity, clarity and/or empathy can be improved
Member experience uplift - identifying and driving process improvements where relevant to enhance operational efficiency and uplift member experience.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Proven experience in superannuation complaints and/or claims oversight
Exposure to outsourced administration and insurance arrangements
Strong understanding of insurance policy wording and claims procedures.
Demonstrated ability to manage third-party relationships and drive performance.
Excellent analytical, problem-solving and communication skills.
Experience in preparing reports.
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
Job Posting End Date
13/08/2025, 11.59pm, (Melbourne Australia)

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