Operations Enablement Manager - Member Engagement

Aware Super; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Flexible working environment

Job summary

Aware Super is seeking a Manager, Operations in Melbourne to lead the Operations team within Member Engagement and oversee end-to-end delivery of member statements, regulatory changes, and bulk correspondence. The role includes managing key external vendors, driving the Operational Excellence platform, and using data insights to improve capacity and continuous improvement decisions.

You will work in a flexible environment with emphasis on collaboration, member focus and driving efficiency across

Qualifications

• Experience leading superannuation administration teams.
• Experience leading structured continuous improvement activities and programs.

Responsibilities

• Lead, manage and develop the Operations team, modelling Aware Super's values and fostering a collaborative, inclusive and member-focused culture.
• Oversee delivery of responsive member correspondence template management for the Member Engagement team including data mapping.
• Ensure regulatory obligations are met and any potential delays to planned timeframes are resolved or escalated promptly.
• Manage production runs of statements in coordination with internal stakeholders and vendors.
• Oversee end-to-end project management and delivery of member statements and related year end processes across accumulation, pension, defined benefit, corporate, insurance only, investment fund and investment fund tax statements.
• Ensure platform processes, controls, support documentation and onboarding materials are maintained, and that platform-related risks and incidents are identified, managed and escalated as required.
• Own vendor business relationship with key suppliers including for outsourced inbound and outbound mail service provision, the operational correspondence software provider, Operational Excellence software provider and any offsite document storage providers.
• Line manage, coach and support the Operational Excellence Platform Lead, setting clear priorities and objectives for the ongoing operation, optimisation and adoption of the operational excellence platform across Member Engagement.
• Partner with operational leaders to embed platform insights into performance discussions, capacity and resourcing decisions and continuous improvement initiatives.

Job description

Aware Super is seeking a Manager, Operations in Melbourne to lead the Operations team within Member Engagement and oversee end-to-end delivery of member statements, regulatory changes, and bulk correspondence. The role includes managing key external vendors, driving the Operational Excellence platform, and using data insights to improve capacity and continuous improvement decisions.

You will work in a flexible environment with emphasis on collaboration, member focus and driving efficiency across