Highlights

- Senior leadership role leading a team of Team Leaders within a large Member Services function
- Join an award‑winning fund recognised for delivering strong member outcomes
- Partner closely with the Head of Member Services to drive performance, capability and continuous improvement

The Opportunity

An opportunity for an experienced contact Centre Manager to join an award‑winning superannuation fund to play a key leadership role within its Member Services division.

Reporting to the Head of Member Services, you'll lead a team of people leaders responsible for supporting members through important financial and life stages. This role combines operational leadership, people development and service excellence, ensuring teams consistently deliver high‑quality member experiences while meeting business and regulatory requirements.

You'll work closely with the broader leadership team to drive engagement, performance and continuous improvement initiatives, while helping to build a culture focused on member outcomes, accountability and excellence.

Key Responsibilities

- Lead, coach and develop a team of Team Leaders across the Member Services function
- Drive a high-performance culture focused on member outcomes and service excellence
- Monitor and improve operational performance, service levels, quality metrics and productivity outcomes
- Support the delivery of strategic initiatives and continuous improvement programs
- Use reporting,



member feedback and operational insights to identify trends and opportunities for improvement
- Partner with stakeholders across Operations, Risk, Compliance and Technology to enhance member experiences
- Build leadership capability, succession pipelines and team engagement
- Ensure regulatory obligations, policies and service standards are consistently met
- Act as a senior escalation point for complex member matters and service issues

About You

You are an experienced people leader who understands how to lead leaders, build capability and create high-performing teams in a regulated environment.

You'll bring:

- Demonstrated experience leading Team Leaders within a Member Services, Contact Centre or Customer Operations environment
- Previous experience within superannuation, financial services, insurance or banking
- A track record of improving operational performance, employee engagement and member outcomes
- Strong coaching and leadership development capability
- Experience leading teams through change and continuous improvement initiatives
- Excellent stakeholder management and influencing skills
- A data-driven approach to decision‑making and performance improvement

Why Join?

This is an prospect to join a highly respected and award-winning superannuation fund that is genuinely committed to improving members' financial futures. You'll work alongside an experienced leadership team in a role that offers visibility, influence and the opportunity to make a meaningful impact on the experience of thousands of members.

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📌 Manager - Member Services (Melbourne)
🏢 @
📍 Melbourne