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    Chief Member Officer - Melbourne, Australia - Kaizen Recruitment

    Kaizen Recruitment
    Kaizen Recruitment Melbourne, Australia

    2 weeks ago

    Default job background
    Full time
    Description
    • Executive leadership position - Melbourne CBD location
    • Lead and manage through transformational change.
    • Lead the development of a member experience strategy.

    Our client is a respected industry superannuation fund that generates exceptional retirement outcomes for its members. It is a purpose-led organisation that focuses on its people's development and wellness and makes a valuable impact in the community.

    This newly created Chief Member Officer position reports to the CEO and is accountable for driving the performance of some of the organisation's most critical member-facing services.

    As a member of the Executive Team, you must bring a strong commercial focus to strategic business decisions critical to the Fund's long-term success.

    Key accountabilities for the role include:

    • Contribute to a strong and highly collaborative executive team.
    • Lead the oversight and continuous improvement of their end-to-end member experience. Including managing teams across Member Experience, Service Centre, Member Retirement - Advice & Education, Member & Employer Administration, Claims and Insurance Services
    • Evolve the structure, capabilities, methods of delivery and operating practices to maximise member outcomes during working life and in retirement,
    • improve members' engagement with the fund, maximise retention, improve member wellbeing and optimise the distribution of high-quality and trusted guidance, education and personal advice to key member segments.
    • Lead the development of a seamless member experience strategy across all member touchpoints and channels, considering members' needs and unique working environments. Focus on improving the reach and functionality of digital and self-service capabilities.
    • Drive efficiency, quality, high performance and ongoing optimisation of administration processes.
    • Drive strong fund and divisional risk management, focusing on strengthening operational risk culture and capability within the Member division. Be accountable for ensuring relevant regulatory and legal requirements related to the Member Division are met.
    • Responsible for reporting on business areas to the executive and quality reporting to relevant committees and the board.
    • Drive high levels of employee engagement and productive organisational culture in line with the fund's values


    The ideal candidate will need to possess,

    • demonstrated experience leading a diverse and high-performing team, ideally with experience in the Superannuation sector
    • Extensive experience in all aspects of customer experience.
    • Experience in advocating for and driving significant organisational transformation.
    • Strong performance orientation using data analytics and insight to inform decision-making and performance reporting.
    • Able to build strong interpersonal relationships with peers, leaders, the Board and at all levels throughout the company.
    • Strategic thinking with a demonstrated ability to deliver solutions in a complex, multi-faceted organisational context.
    • Exceptional skills in developing and leveraging strategic relationships


    If you are a committed and experienced Superannuation leader seeking an opportunity to deliver outstanding member outcomes, please contact Matt McGilton at Kaizen Recruitment on or apply via the attached link.
    Reference number:
    Profession:Superannuation

    Company: Kaizen Recruitment
    Date posted: 7th May, 2024

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