Job Description
Service Delivery Team Manager - Contact Centre - Superannuation
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Location: Melbourne CBD (Hybrid: 3 Days Office / 2 Days Work From Home)
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Salary: $130k inclusive of super
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Work Type: Full-Time
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About the Opportunity
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Are you a passionate people leader who thrives on developing talent, driving operational excellence, and delivering superior service outcomes from the financial services industry?
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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.
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You will act as a key driver of team performance, building capability through active coaching, structured development plans, and continuous quality improvement.
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Key Responsibilities
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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.
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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).
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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.
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Escalation & Complaint Management: Act as a point of guidance for complex member and employer enquiries, resolving escalations efficiently in line with established policies.
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Quality Assurance & Compliance: Maintain robust quality assurance metrics, manage operational risk, log incidents promptly,



and support full regulatory compliance across the service floor.
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Data Analysis & Reporting: Produce operational performance reports and provide data-driven insights to senior management to guide business decisions.
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Work Schedule & Hybrid Arrangement
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Hybrid Model: Enjoy the flexibility of 3 days in the office and 2 days working from home.
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Operating Hours:n
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Current team roster availability: 8:30 AM - 6:00 PM (Monday to Friday).
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Expansion: Starting in November, operating hours will extend from 8:00 AM - 7:00 PM.
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Shift Flexibility: Late shifts falling within the extended hours will be structured to be worked remotely from home.
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What You Bring to the Role
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Essential Experience & Qualifications
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RG146 Superannuation Certification is essential (with ongoing CPD maintenance).
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Proven track record leading phone-based service teams within financial services, superannuation, or member-based organisations.
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Deep experience in 1-on-1 coaching, performance management, and setting clear, actionable goals for individuals and groups.
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Demonstrated experience handling complex customer enquiries, escalations, and objection handling.
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Strong knowledge of relevant regulatory obligations and risk management principles.
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Core Capabilities
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Leadership & Culture: A genuine "people person" who leads by example, values collaboration, and builds strong team cohesion. Previous experience in superannuation is highly regarded.
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Technical & Analytical Skills: Proficient in CRM platforms, telephony systems, data analysis, and operational reporting.
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Communication & Influence: Outstanding written and verbal communication skills with robust stakeholder management abilities.
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Qualifications: A Certificate in Frontline
Leadership/Management
or tertiary qualifications in Business/Finance are highly regarded.
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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
📍 Melbourne