Operations Manager, Delivery

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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 & professional development and health & wellbeing programs.

Click on the video below to learn more!

The Role
Join our team as an Operations Manager, Delivery, where you’ll lead initiatives that enhance operational efficiency and elevate the customer experience. This role focuses on driving targeted process improvements across administration, correspondence, and related activities—guided by insights from customer interactions, including field teams, helplines, complaints, incidents, claims, and data analysis.

You’ll work closely with the Head of Delivery Operations (HDO) to embed a continuous improvement framework that delivers measurable outcomes and optimises member experiences. In addition, you’ll support business-as-usual operations to ensure compliance with supplier agreements and stakeholder expectations, while benchmarking practices against peer funds and industry standards to maintain exceptional service quality.

What you’ll do

• Drive service improvement initiatives using process improvement methodologies and innovative thinking.
• Identify requirements and drive process change through the delivery of Process and SOP review as well as supplier management (including SLAs) and escalation management.
• Monitor and manage service standards, review reports, address gaps or errors.
• Develop and maintain a pipeline of continuous improvement opportunities.
• Lead or support supplier management, including analysis and action on performance reports.
• Manage escalated member and stakeholder issues from sources such as Helpline, CRMs, and Complaints team.
• Lead and facilitate process improvement-based workshops to drive ideas and solutions.
• Work with key stakeholders to build a continuous improvement environment and support an ongoing programme of change.

About you
With expertise in Superannuation and a continuous improvement mindset, you will bring experience in the following:

• Ability to analyse information to identify patterns, opportunities, and root causes of issues.
• Strong communication and collaboration skills to engage effectively with internal and external stakeholders, including CRM, FP, Marketing, Risk, Administration, and Insurers.
• Experience in designing and embedding change initiatives, including remediation plans, to improve customer experience and operational efficiency.
• Proficiency in Microsoft Office Suite and Visio for process mapping, documentation, and reporting.
• Self-drive, accountability, and ability to report on status and outcomes of continuous improvement programs.

The following skills are nice to have but not essential:

• Project management and delivery experience, including design, development, testing, and post-implementation.
• Knowledge or experience in administration of superannuation funds.
• Knowledge or experience in continuous improvement programs and methodologies such as Six Sigma or LEAN.
• Knowledge or experience identifying and implementing improvements involving digital elements.
• Knowledge and application of risk controls and compliance applicable to superannuation administration.

If you’re passionate about operational excellence and creating meaningful impact for members, this is your opportunity to make a difference and 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.