Team Leader - Operations

Australian Retirement Trust; Brisbane; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

14% superannuation

Training and development opportunities

Hybrid work arrangement

On-site facilities and wellness

Job summary

Australian Retirement Trust is seeking a Team Leader, Operations to lead an operations team and ensure services are delivered efficiently with a strong focus on customer experience. The role balances hands-on leadership with strategic oversight, overseeing workforce management, change, risk and incident processes across Brisbane or Melbourne.

The 18-month max-term role emphasises stakeholder collaboration, performance coaching and continuous improvement to deliver exceptional service outcomes

Qualifications

• Experience leading and managing a team in an operational environment.
• Knowledge of superannuation products, services, industry requirements and relevant regulation.
• Ability to coach, motivate and develop people through change.
• Strong decision-making, organisational and analytical skills.
• Stakeholder management to influence and resolve complex issues.
• Understanding of risk and compliance in operations.

Responsibilities

• Lead, coach and support your team to achieve service standards and performance targets.
• Manage day-to-day operational performance including workforce requirements and priorities.
• Monitor results and provide insights and commentary on performance.
• Resolve escalated complaints and identify systemic service issues.
• Conduct regular one-on-ones, performance reviews, and development plans.
• Drive operational change and improvement initiatives with stakeholders.
• Identify, assess and elevate risks and ensure compliance practices.

Skills

Team leadership

Operations management

Workforce management

Risk management

Stakeholder management

Analytical skills

Coaching

Education

Diploma of Superannuation (ASFA/RG146)

Job description

Australian Retirement Trust – Brisbane QLD

We're all about helping our members make the most of their money. And while they go after their goals, you can too. As a Team Leader, Operations, you'll lead and manage the day-to-day activities of an operations team, helping ensure services are delivered efficiently and with a strong focus on the customer experience.

You’ll set clear expectations, monitor performance and support your team to build the knowledge, skills and capability they need to deliver. You’ll also work across workforce management, continuous improvement, change, risk and incident management, while providing insights into operational performance.

This is a hands‑on people leadership role where you’ll balance team development with operational priorities, working with stakeholders to resolve issues and support effective service delivery.

This role is an 18‑month max‑term opportunity and is based in Melbourne or Brisbane.

Responsibilities

• Lead, coach and support your team to achieve agreed service standards, milestones and performance expectations.
• Manage day-to-day operational performance, including workforce requirements, priorities and delivery against targets.
• Monitor results, identify performance variances and provide relevant insights and commentary.
• Support strong customer outcomes, including resolving escalated complaints and identifying systemic service issues.
• Manage regular one‑on‑ones, performance reviews, leave, training, development and cross‑skilling across your team.
• Support the implementation and adoption of operational change and improvement initiatives.
• Work with stakeholders to clarify issues, reconcile different viewpoints and implement agreed solutions.
• Identify, assess and elevate operational risks and support your team to understand its risk and compliance responsibilities.
• Encourage open reporting and help build a positive risk, compliance and continuous improvement culture.

Qualifications

• You have demonstrated experience leading and managing a team in an operational environment.
• Your knowledge of superannuation products, services, industry requirements and relevant regulation is well developed.
• You’ll be comfortable managing competing priorities, operational targets and team performance.
• You're able to coach, motivate and develop people while supporting them through change.
• You bring sound decision‑making, organisational and analytical skills to operational issues.
• Your approach to stakeholder management allows you to influence, consult and work through complex issues constructively.
• You’ll understand how to identify, assess and elevate risks and reinforce good risk and compliance practices within your team.
• You're adaptable and able to contribute to operational planning and continuous improvement.
• You may hold a Diploma of Superannuation through ASFA and/or RG146 qualifications, although these are desirable rather than essential.

Our 2.4 million members trust us to take care of around $375 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We’ve created an environment where you can be yourself and do amazing work. It’s that simple.

• You’ll get 14% super as standard, to help your future come alive.
• Unleash your potential and build a career to be proud of through excellent training and development opportunities.
• Balance your work between in‑person days at our purpose‑built hubs and working from home.
• In the office, enjoy end‑of‑trip facilities, a yoga and multi‑faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

We use technology, including artificial intelligence (AI), to support parts of our recruitment process – such as reviewing applications, supporting screening interviews, reference checking, and matching skills to roles. All final hiring decisions are made by people.

By applying, you agree to the use of these technologies as part of the recruitment process.