Job Description

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. We are dedicated to building a high‑performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

Your New Role (12‑month contract)

As the Manager, Service Improvement Optimisation, you will champion service excellence by designing, embedding, and maintaining frameworks, processes and tools that deliver measurable improvements in member, adviser, employer, and Service Delivery team experiences. Reporting to the Senior Manager, Service Improvement, you will play a pivotal role in operationalising Service Improvement and enabling measurable uplift across all stakeholder groups.

You will own the intake process, working with the team to identify and prioritise opportunities from data, insights, feedback, and industry knowledge, driving the roadmap of work that enhances efficiency, scalability, and service quality.

You will collaborate with other change and improvement teams to design and maintain a common dashboard, pipeline of work, reporting suite, and connection framework, ensuring alignment, transparency, and shared success.

You will drive robust reporting, support change engagement, and promote continuous improvement practices across Service Delivery.

Key responsibilities include:

• Designing, embedding, and continuously improving Service Improvement frameworks, processes, templates, and tools.
• Reviewing and prioritising incoming work to ensure alignment with strategic objectives and effective resource utilisation.
• Owning and managing the intake process to identify, assess, and prioritise improvement opportunities from data, insights, and stakeholder feedback, in partnership with the broader Service Improvement team.
• Leading team‑level reporting, including progress tracking and insights that inform decision‑making.
• Facilitating change engagement and communication to ensure initiatives are understood, embedded, and transitioned into BAU seamlessly.
• Building collaborative relationships across Service Delivery, Member Group and broader domains and external partners to drive aligned, cross‑functional delivery.

• Collaborating with other change and improvement teams to design and maintain a common dashboard, pipeline of work, reporting, and connection framework.

• Analysing data and insights to identify service pain points and improvement opportunities.
• Driving improvements that uplift the health, performance, and scalability of Service Delivery teams, enabling more efficient and effective service to members, advisers, and employers.
• Supporting the delivery of key programs and initiatives, from inception to completion including scoping, planning, risk management, execution, benefits tracking and post‑implementation review.
• Support the Senior Manager, Service Improvement with co-creating team vision and strategy, and providing meaningful feedback.

What You’ll Need

• Strong understanding of world-class service excellence principles and how to embed them into operational frameworks.
• Experience collaborating across teams to deliver aligned, transparent, and measurable improvements.
• Experience in program or project management within service delivery, operations, or continuous improvement.
• Strong analytical, problem‑solving and data‑driven decision‑making skills.
• Excellent communication and stakeholder engagement capabilities.
• Experience in change management and delivering clear, effective change communications.
• Proficiency in MS Teams, Excel, Word, PowerPoint, and project management tools.
• Proficiency in MS Power Platform tools (desired).
• Ability to coach and support team members while fostering a continuous improvement mindset.

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching, and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness, and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What’s Next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit, and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy.

https://www.australiansuper.com/careers/candidate‑privacy‑notice

Australian or New Zealand citizenship or Australian permanent residency status is required.

Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.