Lead leaders, develop capability, and help shape the member experience at one of Australia's award-winning superannuation funds.HighlightsSenior leadership role leading a team of Team Leaders within a large Member Services functionJoin an award-winning fund recognised for delivering strong member outcomesPartner closely with the Head of Member Services to drive performance, capability and continuous improvementThe OpportunityAn 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 ResponsibilitiesLead, coach and develop a team of Team Leaders across the Member Services functionDrive a high-performance culture focused on member outcomes and service excellenceMonitor and improve operational performance, service levels, quality metrics and productivity outcomesSupport the delivery of strategic initiatives and continuous improvement programsUse reporting,



member feedback and operational insights to identify trends and opportunities for improvementPartner with stakeholders across Operations, Risk, Compliance and Technology to enhance member experiencesBuild leadership capability, succession pipelines and team engagementEnsure regulatory obligations, policies and service standards are consistently metAct as a senior escalation point for complex member matters and service issuesAbout YouYou 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 environmentPrevious experience within superannuation, financial services, insurance or bankingA track record of improving operational performance, employee engagement and member outcomesStrong coaching and leadership development capabilityExperience leading teams through change and continuous improvement initiativesExcellent stakeholder management and influencing skillsA data-driven approach to decision-making and performance improvementWhy Join?
This is an chance 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)
🏢 Sustainrecruit
📍 Melbourne