Manager, Retirement Servicing at UniSuper

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

0.0

Posted On

24 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Coaching, Performance Management, Service Transformation, Process Improvement, Regulatory Compliance, Stakeholder Management, Change Management, Service Quality Management, Frontline Team Leadership, Retirement Servicing, Pension Servicing, Member Experience, Strategic Execution, Frontline Management, Capability Uplift

Industry

Financial Services

Description

* Lead a frontline retirement servicing team and lift performance through coaching * Support the evolution of retirement servicing to meet changing member needs and expectations * Innovate and evolve the service proposition to retirees, considering product development and service channels in a regulated environment About Us UniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia’s largest super funds, the work you’ll do with us makes a meaningful difference today and tomorrow for our members, the planet and for you. The Service & Experience (S&E) business unit brings together all member facing teams, with the ambition to deliver a consistently high quality, end to end service experience. Our service proposition is central to the UniSuper purpose - providing great retirement outcomes through easy, seamless, personalised interactions every time. The Opportunity Step into a leadership role where you’ll strengthen how UniSuper supports members through one of the most important stages of their journey: moving into and during retirement. As Manager, Retirement Servicing, you will directly lead a team of frontline Consultants, with accountability for day to day service delivery and performance. This role exists to elevate the experience we provide to retirees and pre retirees as demand, expectations and complexity continue to grow. The role will also be responsible for service transformation in line with the signature experience and the management of service quality across the service delivery function, to identify opportunities to streamline and improve processes, benefiting members. In this role, you will: * Directly lead and develop a frontline Retirement Servicing team, setting clear expectations and supporting performance and capability uplift * Deliver business critical pension servicing that meets service standards, regulatory obligations and member expectations * Assess current performance and implement practical change plans to move the team toward the target state * Drive impactful improvements to processes and ways of working, reducing handoffs and improving the end to end member experience * Help establish new servicing approaches across administration, inbound and outbound activity as the service model evolves * Partner across Member Outcomes, Service and Experience as well As the broader team at UniSuper to deliver a more connected retirement servicing experience About You You are a people focused leader who is comfortable leading frontline employees in a complex, regulated environment. You enjoy being close to the work and understand the importance of visible leadership, clear direction and fair performance management. You bring calm, consistency and a coaching mindset, particularly when service quality and member outcomes really matter. You are also motivated by improvement and impact. You’re comfortable stepping into a role where you will develop the service model and implement structure and processes that support a signature service experience. You can balance strategic intent with practical execution, and you remain steady and effective when priorities shift. Experience in financial services is important, while superannuation and pension experience is helpful but not essential if you bring strong frontline leadership and proves transformation and change capability. You will bring: * Proven experience directly managing frontline service teams within financial services or similarly regulated environments * Strong people leadership capability, including performance management, coaching and capability uplift * Proven transformation experience * Confidence leading teams through change while maintaining service stability and engagement * The ability to assess current performance and take action to lift outcomes over time * A results driven mindset, with the ability to turn change into practical performance improvements. * Strong stakeholder skills to work effectively across service, product, advice and transformation teams * A member first mindset and genuine commitment to improving retirement servicing experiences What US offer We believe that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office. UniSuper’s high performance culture is supported by a range of benefits that demonstrates our commitment to ensuring our employees achieve their full potential, thrive, and grow their career with us. These include: * A personal development budget of $1500 to support employees in their professional growth * Community, Culture & Wellbeing leave * Mental physical and financial well-being initiatives At UniSuper, we value and celebrate diversity and inclusion in our workplace, where everybody can thrive. We believe that having a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don’t meet all the requirements listed. Think Great. Create Great.

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Responsibilities

This role involves directly leading and developing a frontline Retirement Servicing team, focusing on daily service delivery, performance improvement, and ensuring compliance with service standards and regulatory obligations. The manager will also drive impactful improvements to processes and evolve the service model for retirees and pre-retirees.