Head of Operations & Service Excellence

Summary about this job

Detail information about job Head of Operations & Service Excellence. Terms and conditions vacancy

Role Purpose

Focus on developing a deep understanding of the desired member and employer experience and building strategy, frameworks and programs that continually enhance end-to-end member experience while driving operational effectiveness across all teams. Implement appropriate methodology, tools, and core processes to ensure the business is well positioned to drive service and operational excellence. Crucial to our success, this role will be assisting the leadership team in building the right level of people capability and knowledge management to ensure member experience is maximised. Engage with peers and internal stakeholders to champion strategic and operational projects to ensure significant improvement in our service offering to Funds and member experience, with a strong legislative focus.

Responsibilities 

• Evolve existing processes to improve effectiveness, efficiency and sustainability. This includes implementing process and procedures to be followed across the business to ensure consistency across all work types
• Define key metrics and ensure dashboard reporting helps drive ongoing performance improvement
  Simultaneously plan, manage and report on a variety of complex projects and priorities, that identify, track and drive results against key milestones, and accountability for successful delivery of these projects
• Drive continued refinement and lead to inspire and embed a culture of proactive enhancement of business processes with quality assurance frameworks
• Drive development and implementation of leading edge operational standards and member experience in superannuation administration services, leading to an overall reduction in the costs of the business
• Promote a OneLink culture within the team encouraging collaboration and leveraging expertise across Fund Administration to deliver exceptional results
• Ensure that all Link Group information security policies, processes and procedures are followed, review of information security breaches, and periodic reviews of information security requirements for relevant business unit IT systems and processes
• Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line with Link’s core values
• Ensure visibility of IT project pipeline and ensure member experience, customer satisfaction and operational efficiency needs are championed
• Drive IT projects to improve operations and service excellence
  Drive efficiency and value (includes workflow, process improvement, cost management) through strategic and operational initiatives, standardisation and organisational structures
• Driving stepped change while supporting the business to meet increasing capacity demands represented in current transaction volume growth
  Support the development of a knowledge management framework to maximise the member experience
• Drive development and implementation of leading edge operational standards and member experience in superannuation administration services, leading to an overall reduction in the costs of the business
• Ensure the function is integrated and aligned to support the business outcomes across Fund Administration
• Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place
• Active participation in the formulation and monitoring of budgets including commentary as required
• The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs

The ideal candidate

• 5+ years proven experience as an Operational Leader or other relevant managerial position in a complex operations environment
• Demonstrable experience in operations and service delivery within administration services, particularly with developing organisational & process design
• Comprehensive knowledge of and operational understanding of Superannuation legislation
• Exceptional leadership skills that produce high performing teams
• Demonstrated project management skills and ability to meet demanding deadlines
• Outstanding written, presentation, verbal  and interpersonal communication skills
• Outstanding analytical and problem-solving abilities that lead to effective decision making
• Strong client-facing skills with understanding of commercial performance objectives
• Excellent stakeholder management skills and an ability to communicate complex business ideas
• Regular overnight and interstate travel will be required.