Team Leader - Operations

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Team Leader, Operations, you’ll lead and manage the day-to-day activities of an operations team, helping ensure services are delivered efficiently and with a strong focus on the customer experience.

You’ll set clear expectations, monitor performance and support your team to build the knowledge, skills and capability they need to deliver. You’ll also work across workforce management, continuous improvement, change, risk and incident management, while providing insights into operational performance.

This is a hands-on people leadership role where you’ll balance team development with operational priorities, working with stakeholders to resolve issues and support effective service delivery.

This role is an 18-month max-term opportunity and is based in Melbourne or Brisbane. 

Day to day, you'll:

• Lead, coach and support your team to achieve agreed service standards, milestones and performance expectations.
• Manage day-to-day operational performance, including workforce requirements, priorities and delivery against targets.
• Monitor results, identify performance variances and provide relevant insights and commentary.
• Support strong customer outcomes, including resolving escalated complaints and identifying systemic service issues.
• Manage regular one-on-ones, performance reviews, leave, training, development and cross-skilling across your team.
• Support the implementation and adoption of operational change and improvement initiatives.
• Work with stakeholders to clarify issues, reconcile different viewpoints and implement agreed solutions.
• Identify, assess and escalate operational risks and support your team to understand its risk and compliance responsibilities.
• Encourage open reporting and help build a positive risk, compliance and continuous improvement culture.

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You have demonstrated experience leading and managing a team in an operational environment.
• Your knowledge of superannuation products, services, industry requirements and relevant regulation is well developed.
• You'll be comfortable managing competing priorities, operational targets and team performance.
• You're able to coach, motivate and develop people while supporting them through change.
• You bring sound decision-making, organisational and analytical skills to operational issues.
• Your approach to stakeholder management allows you to influence, consult and work through complex issues constructively.
• You'll understand how to identify, assess and escalate risks and reinforce good risk and compliance practices within your team.
• You're adaptable and able to contribute to operational planning and continuous improvement.
• You may hold a Diploma of Superannuation through ASFA and/or RG146 qualifications, although these are desirable rather than essential