Head of Service Delivery

Summary about this job

Detail information about job Head of Service Delivery. Terms and conditions vacancy

Drive exceptional administrative service for our Funds and their members by providing outstanding people and service leadership to empower and motivate your team to meet daily operational requirements. Deliver streamlined core admin and value add services aligned with Fund objectives whilst meeting revenue and cost objectives. Drive the technology agenda to ensure a streamlined and efficient process. 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.

The role

• Provide senior leadership and direction to all operational managers and team members to ensure the development of a high-performing team, including coaching and development, effective performance reviews and quality selection decisions
• Promote a OneLink culture within the team encouraging collaboration and leveraging expertise across Fund Administration to deliver exceptional results
• Drive changes in technology through the business to ensure automated, streamlined and efficient processes to improve member experience and cost efficiencies
• Contribute to the development and implementation of strategy in line with Link’s core values and objectives and translate this strategy into operational plans
• Managing the on-boarding of new Funds with a seamless transition into the standard operating environment, ensuring business continuity and a consistent member experience
• Drive an increase in employee engagement through targeted data-driven strategies and action plans to improve the employee experience and maintain a culture of high-performance
• Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line with Link’s core values
• Drive a culture of operational excellence that promotes continuous improvement and identification of best practice across all teams
• Responsible for delivering targeted KPI’s and escalation for all operational issues
• Deliver an integrated seamless product to funds, that removes boundaries between business areas
• Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place
• Manage relationships with external stakeholders such as Funds, auditors, regulators and other providers
  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
• Active participation in the formulation and monitoring of budgets and performance standards, including commentary as required
• Create a safe and secure environment for team members, encouraging innovation and creativity

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
• Demonstrate considerable experience in operations and service delivery within administration services
• 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