Job Description
Lead leaders, develop capability, and help shape the member experience at one of Australia's award-winning superannuation funds.
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Highlights
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Senior leadership role leading a team of Team Leaders within a large Member Services function
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Join an award-winning fund recognised for delivering strong member outcomes
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Partner closely with the Head of Member Services to drive performance, capability and continuous improvement
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The Opportunity
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An prospect 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.
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Key Responsibilities
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Lead, coach and develop a team of Team Leaders across the Member Services function
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Drive a high-performance culture focused on member outcomes and service excellence
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Monitor and improve operational performance, service levels, quality metrics and productivity outcomes
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Support the delivery of strategic initiatives and continuous improvement programs
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Use reporting,



member feedback and operational insights to identify trends and opportunities for improvement
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Partner with stakeholders across Operations, Risk, Compliance and Technology to enhance member experiences
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Build leadership capability, succession pipelines and team engagement
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Ensure regulatory obligations, policies and service standards are consistently met
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Act as a senior escalation point for complex member matters and service issues
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About You
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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:
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Demonstrated experience leading Team Leaders within a Member Services, Contact Centre or Customer Operations environment
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Previous experience within superannuation, financial services, insurance or banking
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A track record of improving operational performance, employee engagement and member outcomes
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Strong coaching and leadership development capability
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Experience leading teams through change and continuous improvement initiatives
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Excellent stakeholder management and influencing skills
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A data-driven approach to decision-making and performance improvement
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Why Join?
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This is an opportunity 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 (Victoria)
🏢 Sustainrecruit
📍 Victoria