Superannuation Service Delivery Team Manager
Core
Lead a team of Superannuation and Retirement Specialists to deliver high-quality support across inbound voice and multi-channel enquiries, including general advice, complaints, and first-contact resolution.
Role type
Service Delivery Team Manager (Superannuation)
Builds
Member and employer service interactions across voice, email, webchat, and in-person channels
Domain
Financial Services / Superannuation
Deliverable
client delivery
Required skills
Team leadership, operational expertise, coaching and development, risk and compliance management, data analysis, process improvement, RG146 certification, CPD
Preferred skills
Member-first mindset, collaborative approach, leading through influence, resilience, adaptability
Technologies
N/A
Responsibilities
Lead and develop a team of specialists, ensure consistent and compliant service delivery, monitor operational performance, analyze data to improve processes, manage risk and compliance, handle escalated complaints
Seniority
Manager, hands-on leadership