Manager, Operations

at  Australian Retirement Trust

ABOUT US

Our 2.3 million members trust us to take care of almost $300 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We’ve created an environment where you can be yourself and do amazing work. It’s that simple.

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. The Manager Operations supports the delivery of service within the Operations business unit for Australian Retirement Trust customers ensuring efficient and effective execution of administrative activities, in a streamlined, efficient, cost-effective manner, aligned to the Group’s customer experience.
This role is responsible for management and delivery of assigned operational functions to agreed standards (SLAs/Mandates and quality). The functional areas include Member Account Management, Payments and Retirement services. This role is also responsible for the optimisation of resources through capacity planning, driving simplification, efficiency and automation to enable sustainable growth and scale, and by bringing high quality customer experiences to life through the leadership and management of a customer centric and outcome focused team.

Day to day, you’ll:

• Lead and manage the delivery of allocated services and to achieve the agreed performance standards, having regard to required risk parameters, financial measures and customer experience.
• Ensure agreed quality standards and mandated service levels are communicated, monitored, and maintained.
• Support Leaders in a robust approach to workforce management that includes medium term forward planning.
• Lead the development and implementation of business improvement activities, balancing optimising scale and increasing efficiencies with maintaining a strong focus on positive member experience and quality governance and risk processes.
• Support a culture of innovation.
• Develop a high performing team and proactively play a pivotal leadership role to build strong teamwork and enhance people capability for current and future business needs through attracting, developing and retaining talent. This will focus on recruitment, coaching, training & development, and succession planning.

This role is a permanent opportunity.