Manager, Member Services
ANZ
full-time
Posted on:
Location Type: Hybrid
Location: Docklands • Australia
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About the role
- Mapping and assessing key member journeys to understand pain points and design pragmatic, actionable improvements.
- Working with MUFG, Zurich, and internal teams to scope enhancements, agree solutions, and drive implementation.
- Leading delivery of a portfolio of continuous improvement initiatives that rely on our outsourced administrator.
- Working closely with risk, compliance, legal, finance, and product to ensure alignment, issue resolution, and regulatory adherence.
- Assisting with quality assurance and review of high‑importance member communications such as benefit statements, disclosure documents, and annual reporting.
Requirements
- 10+ years’ experience in superannuation across operations, product, member services, administration, or similar roles.
- Deep understanding of superannuation legislation, products, and insurance arrangements.
- Strong analytical capability, able to interpret data, operational metrics, and qualitative insight.
- Experience in delivering process optimisation, practical journey maps, or customer experience uplift.
- Familiarity with risk management, controls, or operational governance.
- Experience working with and influencing outsourced administrators, including driving outcomes through others.
- Strong project management or delivery discipline (formal project management qualifications not required but would be highly valued).
Benefits
- Access to health and wellbeing services
- Discounts on selected products and services from ANZ
- Flexible working arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
superannuationprocess optimisationcustomer experiencedata interpretationoperational metricsjourney mappingrisk managementoperational governanceproject management
Soft Skills
analytical capabilityinfluencingissue resolutioncommunication