Description About Us UniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia’s largest super funds, the work you’ll do with us makes a meaningful difference today and tomorrow for our members, the planet and for you. The Service & Experience (S&E) business unit brings together all member facing teams, with the ambition to deliver a consistently high quality, end to end service experience. Our service proposition is central to the UniSuper purpose - providing great retirement outcomes through easy, seamless, personalised interactions every time. The Opportunity Step into a dynamic role where strategy meets hands on impact. As Manager, Member Services Hub, you sit at the centre of how we deliver and improve service across the contact centre, helping turn priorities into day-to-day action that improves the experience for members. You’ll lead with care and clarity, creating the conditions for your team to perform at their best and feel proud of the work they do. You’ll bring strong leadership to a fast-moving environment, building a coaching and performance culture while supporting development pathways and succession planning. This is a role for someone who enjoys leading people, improving how things work and helping a service function lift capability (technology, process and people) for the future. In this role, you will: Reporting to the Head of Member Services you will lead and develop Senior Consultants as well as support Team Leaders to build consultant confidence, capability and performance across the hub Create a strong coaching and feedback rhythm that lifts performance and helps people grow in their careers Keep service delivery on track day to day while also improving how the channel operates in the future Embed a consistent, fair approach to standards, quality and ways of working across the team Partner with stakeholders across Member Services and other UniSuper departments to remove friction, solve problems and improve member outcomes Lead with a member-first mindset so your team delivers service that is clear and accurate About You You are a people and outcome focused leader who can bring clarity, fairness and steady leadership to dynamic environments and understand how to balance performance expectations with genuine care for people. You take pride in helping others succeed and know that great service starts with engaged, supported teams. You are motivated by purpose and progress, and you enjoy improving how things work, developing future leaders and contributing to something that has a real impact on the community. You are comfortable leading through change and can bring others along the journey with confidence and trust. In addition, you will hold the following: Experience leading teams in a service or contact centre environment, ideally within regulated or complex settings A practical coaching style that helps individuals lift capability and build confidence over time Confidence using service metrics and insights to guide decisions and improve outcomes Sound judgement and a steady approach when handling challenges, change, or competing demands Strong stakeholder skills and the ability to bring others along the journey through clear communication A practical, member first mindset and a genuine commitment to delivering meaningful service experiences What US offer We believe that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office. UniSuper’s high performance culture is supported by a range of benefits that demonstrates our commitment to ensuring our employees achieve their full potential, thrive, and grow their career with us. These include: A personal development budget of $1500 to support employees in their professional growth Community, Culture & Wellbeing leave Mental physical and financial well-being initiatives At UniSuper, we value and celebrate diversity and inclusion in our workplace, where everybody can thrive. We believe that having a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don’t meet all the requirements listed. Think Great. Create Great.
