Executive Manager, Service Operations - Melbourne, Australia - Hostplus Pty

Description

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, Service Operations is responsible for the management of third-party service providers and the internal servicing teams. The role will also oversee the development and management of servicing models, including operations and digital solutions, for all Hostplus members, employers and third parties with a focus on ensuring our members, employers and third parties are able to get the information that they need, when and how they want it.

Key responsibilities for this role include:

• Providing strategic leadership and oversight to the service operations team, driving high quality service delivery to ensure member satisfaction, engagement, and retention.
• Developing and executing the various stages of the business strategy as well as, the development and implementation of related business plans.
• End to end management of member online services to drive marketing, and provide knowledge and functionality, to meet member expectations.
• Managing and refining, service operating models across the business both internally, and externally through vendors, to ensure they are meeting expectations.
• Management of governing frameworks.
• Developing and rolling out a communication strategy to meet education of members and operational requirements.
• Overseeing the end-to-end claims management process to ensure a high-quality service is being provided through vendors.
• Managing the delivery of education and engagement on products and services the fund offers.
• Overseeing the development of face-to-face front office engagement models for education and services in Melbourne, Sydney, and Adelaide.
• Overseeing business transformation programs, including but not limited to, the conversion of transactions to digital strategies.
• Increasing digital take up rates and increasing education and engagement models across the fund.
• Managing, refining, and monitoring vendor management frameworks, including the adherence to vendor contractual obligations.

About you:

You will have principal ownership and responsibility to lead all elements of the service operations 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 stakeholders (internal & external).
• Being a confident, articulate and a strong communicator.
• Recognising problems and developing strategies to address requirements in a timely manner.
• Presenting both written and oral material clearly and succinctly and the ability to move 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 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 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?

If you are interested in this opportunity, please follow the prompts to make an application.

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 welcome and encourage applications from people of all backgrounds, ages, religions, including Aboriginal and Torres Strait Islander Peoples, LGBTIQ+ people, those with a disability, neurodiverse individuals, women, and people with a cultural or linguistically diverse background. If a reasonable adjustment is required to assist you during the recruitment process, please reach out to us via email at

We have an important duty to our members, all appointments are made subject to a satisfactory National Police, Bankruptcy and Insolvency Check.