Implementation Manager

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Introduction:
About us
We are an award winning, national $16B public offer industry fund focused on the education and community sectors. Working for NGS Super means being part of something bigger and working to make a difference to our members and their financial future.

Our people are key to our success, and as we expand, we’re committed to finding and retaining the right talent to take on the journey. As well as a flexible and fun workplace, we offer competitive benefits including additional leave entitlements, personal and professional development, and health and wellbeing programs.

Click on the video below to learn more!

The Role
We’re looking for an experienced Superannuation professional to join the Delivery Operations team, to enhance customer experience and operational efficiency by identifying and implementing process improvements and other changes driven by legislative updates, business initiatives and continuous improvement projects. A key focus is ensuring that these changes deliver measurable benefits and align with the Fund’s strategic objectives.

Working closely with internal teams, the administrator, insurer and other partners, the Implementation Manager will take ownership of a continuous improvement pipeline that drives cost efficiency and optimal member outcomes.

What you’ll do

• Identify and deliver service improvement activity across the business using process improvement methodologies and innovative thinking.
• Drive process change using staff interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, business analysis and workflow analysis.
• Develop, analyse and maintain a pipeline of deliverables and report of progress and results.
• Lead and facilitate workshops to drive ideas and solutions.
• Work with key internal and external stakeholders, to build an environment that supports an ongoing programme of change.
• Complete post implementation reviews to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects.
• Case management, monitoring service standards and responding to escalations from the business as well providing support to other roles including member focus.

About you
With expertise in superannuation and a customer-first mindset, you will bring experience in the following:

• Analysis, with the ability to see patterns and opportunities as well as root cause of issues within sets of information.
• Partnering with key internal and external stakeholders to source, develop and implement change.
• Process Management including mapping and designing remediation plans to address customer experience and efficiency issues, and track record of following through to ensure closure.
• Change Management with proven understanding of how to ensure a change is implemented and embedded, including training/education modules.
• Reporting status and outcomes of a continuous improvement program.

The following skills are nice to have but not essential:

• Project Management and Product Management skills, with understanding of how to interpret business needs and translate them into operational requirements.
• Project delivery knowledge or experience including conceptual design stage, development, testing, and post-implementation.
• Knowledge of Six Sigma/LEAN or similar.

If you bring a self-driven and accountable attitude, an understanding of customer motivations and you put the member at the centre of everything you do, we would love to hear from you.

We are a super fund that has an exceptional work culture, provides a diverse offering in developing our people and you can be a part of it while earning an attractive remuneration package!

Interested and suitably qualified candidates should submit a copy of their updated CV.

Please note that to be eligible for this role, you are required to have permanent Australian working rights and residency.

We are an equal opportunity employer committed to creating a workplace that values diversity, equity, and respect for all individuals.