Description:
IntroductionNGS Staff Benefits
Before you learn more about the job ad, we encourage you to familiarise yourself with our fantastic NGS Staff Benefits page (link below) to understand our offering which includes Additional Leave Entitlements, Personal & Professional Development and Health & Wellbeing Benefits.
NGS Staff Benefits link: https://ngssuper.elmotalent.com.au/careers/careers/pages/staffbenefits
About us
We are an award winning, national $16B public offer industry fund focused on the education and community sectors.
The Role
The Head of Service Delivery is responsible for managing the Fund's administration and service operations team, implementing strategies to deliver value with outsourced providers, continually improving the business operations, risk management and delivering a leading service experience.
Key focus areas include:
Responsible for managing the day-to-day operational services of the Fund’s internal and external administration operations, including:
- Determine priorities of the Service Delivery function.
- Oversee the process to ensure that all complaints are managed to meet or exceed statutory requirements and member expectations.
- In conjunction with the Insurance, Complaints and Product Managers, ensure that the Fund’s claims and insurance experience continues to be effective and member focused.
- In conjunction with the COO, manage NGS's relationship with AFCA.
- Conduct root cause and analysis of customer complaints and dissatisfaction via relevant channels including call centre, employer response and digital to achieve superior customer satisfaction.
- Audit and manage customer service impacts and conduct analysis of escalations to provide insights.
- Identify potential systemic service issues and determine procedures for improved service.
- Oversee and develop NGS's Outbound calling operating model.
- Support the business in driving customer growth and retention in both the accumulation and pension phases, in accordance with NGS Super’s strategy.
Strategically lead, manage, and monitor the key outsourced vendor provider relationships:
- Promote and maintain collaborative and partnering relationships internally and externally to drive enhanced member and business outcomes and minimise cost..
- Manage and monitor performance against contracted SLAs.
- Provide regular reporting and attendance as required, to the Board, Committees and business on operational matters.
- Continually review arrangements to improve and deliver commercially effective outcomes.
- Ensure that external service providers and vendors support NGS Super business demands and growth.
- Investigate and recommend additional key alliances and partnerships as required to execute the Fund’s strategy.
Lead, manage and develop the Service Delivery team for current and future requirements:
- Foster and promote a positive culture and collaborative approach to teamwork.
- Build and operate procedures that support the efficient working of the team, robust compliance and a superior member experience.
- Conduct regular team and individual meetings to facilitate two-way communication and feedback.
- Manage the performance management process for staff to ensure that individuals meet agreed performance indicators; undertake training and development; and re-affirm their commitment to and understanding of organisational objectives, values and behaviours.
Lead and oversee the continuous improvement and risk management culture for business operations:
- Development and delivery of business strategies and plans.
- Identify continuous improvement opportunities and develop strategies to evaluate.
- Work with other business units and outsourced providers to implement identified and agreed improvements.
You have:
- Good working knowledge of the operations of the superannuation and pension industry.
- Practical experience in managing of operational and administrative services with outsourced providers.
- Strong technical skills in superannuation and group life insurance.
- Strong working knowledge of group life insurance within superannuation.
- Strong negotiation skills.
- Analytical and research skills with insight into the impacts that service changes will have on the business functions, stakeholders, and customers.
- Ability to identify any systemic service issues and implement solutions for improved outcomes.
- Strong understanding of compliance and risk requirements within the superannuation industry.
Desirable
- Relevant superannuation qualifications.
- Experience in superannuation at a senior level.
- Tertiary qualifications in a business-related discipline.
We are a super fund that has an exceptional work culture, provides a diverse offering in developing our people and offer many benefits including leave outside of the legislative requirements and you can be a part of it while earning an attractive remuneration package!
Interested and suitably qualified candidates should submit a copy of their updated CV. We are reviewing applications as we receive them, so apply today to ensure you don't miss out on this fantastic opportunity!
Please note that to be eligible for this role, you are required to have permanent Australian working rights and residency.
We are an equal opportunity employer committed to creating a workplace that values diversity, equity, and respect for all individuals.