Digital Support Manager: IAM & Member Experience

HCF Australia; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

50% subsidy on health cover

Parental leave (18 weeks)

Mental health programs

Discounts on HCF products and partner

Job summary

HCF Australia is seeking a Digital Support Manager to own the operational support and continuous improvement of member-facing digital services, including mobile apps and Online Member Services. The role focuses on digital identity and access management, guiding registration, authentication, MFA and account recovery, with close work alongside product, engineering, and security teams.

This is a 12-month max-term contract based in Sydney, operating in a hybrid model, and partnering with external

Qualifications

• Experience in digital support, service management or identity operations at a level 2 support equivalent.
• Practical understanding of identity and access management including authentication, MFA, account recovery, user lifecycle and access controls.
• Experience coordinating resolution across business and technical teams.

Responsibilities

• Lead digital support operations for member-facing services (apps, Online Member Services, identity platforms).
• Drive identity and access support across registration, authentication, MFA, and account recovery.
• Assess issues to identify root causes and route to the right technical teams.

Skills

Digital support operations

Identity & access management

Stakeholder management

Incident management

Continuous improvement

Runbooks & knowledge docs

Communication skills

ServiceNow familiarity

Tools

ServiceNow

Okta

Job description

HCF Australia is seeking a Digital Support Manager to own the operational support and continuous improvement of member-facing digital services, including mobile apps and Online Member Services. The role focuses on digital identity and access management, guiding registration, authentication, MFA and account recovery, with close work alongside product, engineering, and security teams.

This is a 12-month max-term contract based in Sydney, operating in a hybrid model, and partnering with external