Part-Time Operations Leader, Superannuation Delivery

NGS Super; Sydney; On-site; AUD 90,000 - 130,000; Part time

Job summary

NGS Super Pty Limited is seeking an Operations Manager, Delivery, to lead service-improvement initiatives across administration, correspondence, and related activities in a part-time role (three days per week). You will work with the Head of Delivery Operations to embed a continuous improvement framework that delivers measurable outcomes and strengthens member experiences.

You’ll need deep knowledge of superannuation fund administration, strong analytical and collaboration skills, and

Qualifications

• Experience in administration of superannuation funds.
• Ability to analyse information to identify patterns, opportunities, and root causes of issues.
• Strong communication and collaboration skills to engage effectively with internal and external stakeholders, including CRM, FP, Marketing, Risk, Administration, and Insurers.
• Experience in 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 programs.

Responsibilities

• 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.
• Lead or support supplier management, including analysis and action on performance reports.
• Manage escalated member and stakeholder issues from sources such as Helpline, CRMs, Incidents and Complaints team.
• Lead and facilitate process improvement-based workshops to drive ideas and solutions.
• Work with key stakeholders to build a continuous improvement environment and support an ongoing programme of change.

Skills

Process improvement

Data analysis

Stakeholder engagement

Change management

Tools

Microsoft Office

Visio

Job description

NGS Super Pty Limited is seeking an Operations Manager, Delivery, to lead service-improvement initiatives across administration, correspondence, and related activities in a part-time role (three days per week). You will work with the Head of Delivery Operations to embed a continuous improvement framework that delivers measurable outcomes and strengthens member experiences.

You’ll need deep knowledge of superannuation fund administration, strong analytical and collaboration skills, and