Operations Manager, Delivery
vor 2 Wochen
About Us We are an award‑winning, national $16B public offer industry fund focused on the education and community sectors. Working for NGS Super means being part of something bigger and making a difference to our members and their financial future. The Role Operations Manager, Delivery – lead initiatives that enhance operational efficiency and elevate the customer experience. Drive process improvements across administration, correspondence and related activities, guided by insights from customer interactions, field teams, helplines, complaints, incidents, claims, and data analysis. Work closely with the Head of Delivery Operations to embed a continuous‑improvement framework delivering measurable outcomes and optimizing member experiences. Support business‑as‑usual operations to ensure compliance with supplier agreements and stakeholder expectations, benchmark against industry standards, and maintain exceptional service quality. What You’ll Do Drive service improvement initiatives using process improvement methodologies and innovative thinking. Identify requirements and drive process change through the delivery of Process and SOP review as well as supplier management (including SLAs) and escalation management. Monitor and manage service standards, review reports, address gaps or errors. Develop and maintain a pipeline of continuous improvement opportunities. Lead or support supplier management, including analysis and action on performance reports. Manage escalated member and stakeholder issues from sources such as Helpline, CRMs, and Complaints team. Lead and facilitate process‑improvement workshops to drive ideas and solutions. Work with key stakeholders to build a continuous‑improvement environment and support an ongoing programme of change. About You Expertise in Superannuation and a continuous improvement mindset. Ability to analyse information to identify patterns, opportunities and root causes. Strong communication and collaboration skills to engage internal and external stakeholders (CRM, FP, Marketing, Risk, Administration, Insurers). Experience designing and embedding change initiatives, including remediation plans, to improve customer experience and operational efficiency. Proficiency in Microsoft Office Suite and Visio for process mapping, documentation and reporting. Self‑drive, accountability and ability to report on status and outcomes of continuous‑improvement programmes. Nice to Have (Optional) Project‑management and delivery experience (design, development, testing, post‑implementation). Knowledge or experience in administration of superannuation funds. Familiarity with Six Sigma or Lean continuous‑improvement methodologies. Experience implementing digital‑based improvements. Understanding of risk controls and compliance applicable to superannuation administration. Why Join Us If you’re passionate about operational excellence and creating meaningful impact for members, this is your opportunity to make a difference. NGS Super offers an attractive remuneration package, competitive benefits including additional leave entitlements, personal & professional development and health & wellbeing programs. Eligibility & Application Applicants must have permanent Australian working rights and residency. Submit a copy of your updated CV. Equal Opportunity Statement We are an equal‑opportunity employer committed to creating a workplace that values diversity, equity, and respect for all individuals. #J-18808-Ljbffr
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