Manager, Retirement Servicing

UniSuper Management Pty Ltd; Melbourne; Hybrid; AUD 120,000 - 160,000; Part time

Benefits offered by this job

Lunch & Learn sessions

Diversity and inclusion culture

Wellbeing leave

Job summary

UniSuper Management Pty Ltd is seeking an experienced leader to helm the Retirement Servicing team during an eight-month parental leave period in Melbourne. You will drive frontline performance, strengthen service quality and ensure member outcomes.

In this hybrid role, you will partner with Product, Advice and Operations, uplift capability, and influence how retirement servicing evolves while maintaining stability and delivering excellent member experience.

Qualifications

• Experience leading frontline service teams in financial services or regulated environment.
• Strong people leadership including coaching, capability uplift and performance management.
• Ability to drive service improvements while maintaining stability and quality.

Responsibilities

• Help to lead and develop a frontline Retirement Servicing team, creating clarity, accountability and strong team performance
• Deliver business-critical pension servicing that meets service standards, regulatory obligations and member expectations
• Assess current capability and implement practical plans to lift service quality and consistency
• Drive improvements to processes, workflows and ways of working
• Support the ongoing evolution of retirement servicing as member expectations continue to change
• Partner with stakeholders across the business to deliver a more connected retirement experience
• Contribute to a culture of continuous improvement, collaboration and member focus

Skills

Leadership

Stakeholder management

Change management

Operations leadership

Regulatory environment

Job description

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

With retirement becoming an increasingly important focus across the industry, UniSuper is continuing to evolve how we support members before, during and throughout retirement.

This 8-month parental leave opportunity

Sits within Member Outcomes and will play an important role in leading the Retirement Servicing team through a period of ongoing evolution and improvement. The role combines hands‑on operational leadership with the opportunity to influence how retirement servicing continues to develop. Initially, the focus will be on leading the team, strengthening service quality, uplifting capability and ensuring excellent member outcomes. Over time, you'll have the opportunity to contribute to broader discussions around how we continue to enhance the retirement servicing experience.

This role provides exposure across Service & Experience, including close collaboration with Product, Advice, Operations, Risk and broader leadership teams.

In this role you will:

• Help to lead and develop a frontline Retirement Servicing team, creating clarity, accountability and strong team performance
• Deliver business-critical pension servicing that meets service standards, regulatory obligations and member expectations
• Assess current capability and implement practical plans to lift service quality and consistency
• Drive improvements to processes, workflows and ways of working
• Support the ongoing evolution of retirement servicing as member expectations continue to change
• Partner with stakeholders across the business to deliver a more connected retirement experience
• Contribute to a culture of continuous improvement, collaboration and member focus

Why this opportunity?

• Expand your leadership experience within a highly visible team
• Develop deeper expertise in retirement servicing and member outcomes
• Gain exposure to strategic retirement initiatives while remaining close to service delivery
• Build relationships across Service & Experience, Product, Advice and Operations
• Lead through change and influence how services evolve for UniSuper members
• Make a tangible impact on member outcomes during a critical stage of their journey

About You

You are a people-focused leader who enjoys being close to the work and helping teams succeed.

You bring a strong operational mindset and understand the importance of balancing service quality, member outcomes, risk management and performance. You enjoy leading through change, uplifting capability and creating environments where people are clear on expectations and supported to perform at their best.

Most importantly, you're motivated by making a difference and helping members achieve better outcomes.

You will ideally bring:

• Experience leading frontline or operational service teams within financial services or another regulated environment
• Strong people leadership capability, including coaching, capability uplift and performance management
• The ability to drive service improvements while maintaining stability and quality
• Confidence leading teams through change and periods of transition
• Strong stakeholder engagement and relationship-building skills
• An operational mindset with a focus on continuous improvement
• A genuine commitment to member and customer outcomes
• Experience in superannuation, pensions or retirement servicing is highly regarded, however it is not essential if you bring strong operational leadership experience and a willingness to learn.

What US offer

• Amazing Lunch & Learn sessions
• A culture that values diversity and inclusion
• Community, Culture & Wellbeing leave

UniSuper believes 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.

It should go without saying, but at UniSuper, we value and celebrate diversity and inclusion. We believe that 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.

Think Great. Create Great.