Operations Manager – Superannuation Administration & Member Services
Super Benefits Administration (SBA) is a specialist superannuation administrator providing administration and support services to First Super and other valued industry clients. For over 20 years, we have delivered exceptional service to fund members and employers through a personalised and partnership-focused approach.
The Role
Super Benefits Administration is seeking an experienced Operations Manager to lead our Administration, Contact Centre and Pension Administration functions.
Reporting to the Executive General Manager, this leadership role is responsible for ensuring the efficient delivery of high-quality member services, operational excellence, regulatory compliance and continuous improvement across the business.
This is an outstanding opportunity for a proven superannuation operations leader to join a growing organisation and make a meaningful impact on member outcomes, team performance and business success.
What you'll do
As Operations Manager, you will be responsible for the day-to-day leadership and oversight of multiple operational teams, ensuring all member transactions and service activities are delivered accurately, efficiently and within agreed service standards.
You will play a key role in developing operational strategy, managing performance, driving continuous improvement initiatives and ensuring compliance with superannuation legislation and regulatory requirements.
Key areas of responsibility include:
* Leading Administration, Contact Centre and Pension Administration teams
* Driving operational performance against service standards and KPIs
* Managing workforce planning and resource allocation
* Enhancing member experience and service delivery outcomes
* Leading operational risk, compliance and governance activities
* Managing complaints, escalations and service quality initiatives
* Coaching and developing Team Leaders and operational staff
* Leading business improvement projects and system enhancements
* Preparing operational reporting and recommendations for senior leadership
About You
You are a highly motivated and commercially minded operations leader with extensive experience within superannuation administration or financial services operations.
You thrive in fast-paced environments, enjoy leading high-performing teams and have a genuine passion for delivering exceptional member experiences.
To be successful in this role, you will bring:
* Minimum 7 years of experience in superannuation administration, member services or financial services operations
* Demonstrated experience leading administration and contact centre teams
* Strong knowledge of:
o SuperStream
o Rollovers
o Pension administration
* Sound understanding of Australian superannuation legislation and regulatory obligations
* Proven ability to manage operational performance through KPIs and SLAs
* Exceptional leadership, stakeholder management and coaching skills
* Strong analytical, problem-solving and decision-making capability
* Diploma or Advanced Diploma of Superannuation
* Project management and continuous improvement experience
* RG146 accreditation (or willingness to obtain)
Why Join SBA?
At SBA, we offer a collaborative and supportive culture where innovation, accountability and continuous improvement are encouraged and recognised.
Other benefits include:
* Senior leadership opportunity with direct influence on business outcomes
* Professional development and career growth opportunities
* Collaborative and values-driven culture
* Opportunity to lead meaningful operational transformation initiatives
* Competitive remuneration package
Apply Now
If you are an experienced superannuation operations professional looking for your next leadership opportunity, we would love to hear from you.
Please submit your resume and a cover letter outlining your experience and suitability for the role.
Applications will be treated confidentially.
Employment is subject to satisfactory criminal history and bankruptcy checks.
SBA is an equal opportunity employer and welcomes applications from candidates from diverse backgrounds.
Application questions
* Which of the following statements best describes your right to work in Australia?
* How many years' experience do you have as an operations manager?
* Have you completed an RG146 superannuation accreditation?
* How many years' experience do you have in insurance & superannuation law?
* How many years of project management experience do you have?
* What's the highest level of Lean Six Sigma certification that you have completed?
* Do you have experience working towards targets and KPIs?
* How much notice are you required to give your current employer?
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