Service Delivery Team Manager - Contact Centre - Superannuation

Location: Melbourne CBD (Hybrid: 3 Days Office / 2 Days Work From Home)

Salary: $130k inclusive of super

Work Type: Full-Time

About the Opportunity

Are you a passionate people leader who thrives on developing talent, driving operational excellence, and delivering superior service outcomes from the financial services industry?

We are seeking an experienced and inspiring Service Delivery Team Manager (Inbound - Voice) to lead a high-performing Inbound Voice team. In this pivotal leadership role, you will manage a dedicated team of up to 12 Inbound Service Professionals, fostering a risk-aware, member-centric culture while ensuring seamless service delivery across all inbound voice activities, call-backs, triage, and complaint resolution.

You will act as a key driver of team performance, building capability through active coaching, structured development plans, and continuous quality improvement.

Key Responsibilities

- People Leadership & Capability Building: Lead, coach, and inspire a team of up to 12 direct reports. Conduct 1-on-1 coaching sessions, drive engagement, execute performance frameworks, and ensure tailored individual development plans are in place.

- Service Operations & Quality Delivery: Ensure high-quality service across all inbound voice channels, striving for high first-contact resolution, low escalation rates, and excellent Net Promoter Scores (NPS).

- Process & System Optimisation: Drive efficiency across core platforms (Telephony, CRM, KMS, and Admin systems) while identifying daily process improvements to enhance customer and employee experience.

- Escalation & Complaint Management: Act as a point of guidance for complex member and employer enquiries, resolving escalations efficiently in line with established policies.

- Quality Assurance & Compliance: Maintain robust quality assurance metrics, manage operational risk, log incidents promptly, and support full regulatory compliance across the service floor.

- Data Analysis & Reporting:



Produce operational performance reports and provide data-driven insights to senior management to guide business decisions.

Work Schedule & Hybrid Arrangement

- Hybrid Model: Enjoy the flexibility of 3 days in the office and 2 days working from home.

- Operating Hours:

- Current team roster availability: 8:30 AM - 6:00 PM (Monday to Friday).

- Expansion: Starting in November, operating hours will extend from 8:00 AM - 7:00 PM.

- Shift Flexibility: Late shifts falling within the extended hours will be structured to be worked remotely from home.

What You Bring to the Role

Essential Experience & Qualifications:

- RG146 Superannuation Certification is essential (with ongoing CPD maintenance).

- Proven track record leading phone-based service teams within financial services, superannuation, or member-based organisations.

- Deep experience in 1-on-1 coaching, performance management, and setting explicit, actionable goals for individuals and groups.

- Demonstrated experience handling complex customer enquiries, escalations, and objection handling.

- Strong knowledge of relevant regulatory obligations and risk management principles.

Core Capabilities:

- Leadership & Culture: A genuine "people person" who leads by example, values collaboration, and builds strong team cohesion. Previous experience in superannuation is highly regarded.

- Technical & Analytical Skills: Proficient in CRM platforms, telephony systems, data analysis, and operational reporting.

- Communication & Influence: Outstanding written and verbal communication skills with strong stakeholder management abilities.

- Qualifications: A Certificate in Frontline Leadership/Management or tertiary qualifications in Business/Finance are highly regarded.

How to Apply

If you are a driven leader ready to make a tangible impact on service quality and team development, we want to hear from you.

Submit your resume.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

📌 Team Manager (Contact Centre) - Superannuation (Melbourne)
🏢 Randstad - Banking & Financial Services
📍 Melbourne