Hands on leadership role within our thriving National service centre
Lead and support a team of Member Services Specialists
Melbourne CBD location - close to most public transport!
Base salary plus 15% superannuation
About us:
At Hostplus, we passionately provide our one million members with the best possible service; constantly looking for new ways to deliver better value while helping them get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.
The role:
Reporting to the Head of Service Operations, we are currently seeking an experienced Team Manager who is equally as passionate and energetic about providing exceptional service and support to our members.
As an experienced people leader, you will have demonstrated ability to coach, lead, mentor, motivate and enhance team performance and ensure your team of Member Services Specialists go above and beyond to deliver superior service. The Member Services team are responsible for servicing key cohorts of the Hostplus membership base including: Pension, ChoicePlus and PST. These are specialised and technical products that require a unique individual to support the service model.
Your superannuation product knowledge, knowledge of Pensions, investment markets and your experience helping to drive specialist service models within an inbound and outbound environment will be your key to success in this role.
Your other key responsibilities will include:
Coach and mentor a team of senior servicing specialists to provide superior customer service to our members
Manage the daily operations of the specialist servicing team to ensure that service levels and other centre objectives are met
Act as a role model to your team and ensure clear expectations are set - whilst conducting monthly feedback and coaching sessions with your team
Work closely with the wider leadership team to identify risks and service gaps for implementation
Ensure clear compliance and quality frameworks are in place and adhered to
Delivering on time and accurate reporting that is linked to the servicing models
Participate in product related working groups to drive the successful servicing and continuous improvement
Participate in fund projects to deliver enhanced services to these member cohorts.
To be successful, you will have experience in superannuation or financial services, and be RG146 accredited. You must also have proven experience in a similar role leading and managing a team of Member Services Specialists and have a genuine passion for delivering only the highest standards of service.
Our Service Centre operates between8am to 8pm Monday to Friday, therefore you must also be able to work on a rotating roster.
Why work at Hostplus:
Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. Some great benefits we offer:
15% superannuation
Excellent EBA conditions i.e. extended parental leave, long service leave at 5 years
Access to a Financial Planner
Salary packaging
Discounted tickets for AFL and NRL games
Annual flu vaccinations
If this is the role you're seeking, apply now to be considered.
As an Equal Opportunity Employer, we strongly encourage applications from people of all backgrounds.
Please note, we require successful candidates to undertake a national police and bankruptcy check.
