Job Description

Careers with Impact

More than one million Australians trust us with their money, and that trust shapes how we work every day. Our members sit at the centre of everything we do, guiding our decisions and the impact we strive to make.

We’re looking for people who are purpose-driven and accountable, who value inclusion and collaboration, and who are proactive in managing risk to protect our members’ long-term outcomes. In return, you’ll be part of an organisation where your work contributes to strong returns, real-world impact, and a culture that reflects the communities our members serve.

Bring your authentic and passionate self to this exceptional role #careerswithimpact

Join HESTA’s GROW Partnership team in a high-impact Quality Assurance Lead role, where you will establish and evolve the quality assurance framework. Reporting to the Senior Manager - Engagement and Oversight, you’ll work collaboratively with internal teams and leaders to ensure our administration provider (GROW) delivers services aligned with contractual, regulatory, and member expectations – driving improved performance, reducing risk, and enhancing the overall member experience.

What You’ll Do

• Own the quality assurance framework: Design and implement quality assurance methodologies, KPIs, and monitoring systems that drive accountability and performance.
• Oversee service quality: Lead audits, file testing, and thematic reviews to assess controls, transactions, and compliance with SLAs and regulatory standards.
• Deliver assurance: Ensure member transactions are accurate, timely, and compliant, supporting internal and external audit requirements.
• Generate insight: Analyse data to identify trends, risks, and root causes, and provide clear, actionable reporting to senior stakeholders.
• Drive improvement: Lead remediation activities and continuous improvement initiatives to uplift processes, controls, and efficiency.
• Manage key stakeholder relationships: Partner closely with GROW and internal stakeholders to influence outcomes and strengthen service delivery.

What You’ll Bring

• Extensive experience leading quality assurance and operational oversight within superannuation or financial services.
• Proven ability to design and embed QA frameworks, metrics, and performance monitoring.
• Strong understanding of regulatory environments (APRA/ASIC) and service delivery governance.
• Experience managing outsourced providers and driving performance outcomes.
• Advanced analytical skills, reporting and insights capability.
• Leadership experience with a focus on developing high-performing teams
• Strong stakeholder engagement and ability to influence at senior levels.
• Relevant tertiary qualification (business, finance or similar); RG146 highly regarded.

Bring your expertise and make a difference where it matters – Apply now.

Benefits that matter and make a difference for our employees

• Leave for those moments that matter, an additional 6 days of leave at the end of year, up to 6 days paid volunteer leave, gender neutral paid parental leave of 20 weeks, Gender Affirmation leave, reproductive health and wellbeing leave, Cultural and Ceremonial leave. Access your LSL after 3 years, take AL at half pay, and purchase up to 2 weeks additional leave (just to name a few).
• Your professional development matters, up to $5k per year professional development and up to 8 days professional development leave, HESTA scholarships and free access to a range of premium learning tools.
• Your health and wellbeing matters, free annual flu shots and skin checks, incredible social events throughout the year and a comprehensive employee assistance program available 24/7.
• Your financial wellbeing matters, up to 15% super, financial planning support, end of year payment for all Enterprise Agreement-covered employees, incentivised Employee Referral Program and novated lease options.

We celebrate, value and include people of all backgrounds, genders, identities, cultures and abilities. We welcome and support applications from First Nations people, physically, neuro or culturally diverse, LGBTQI+, and people of any age. We are proud to be WGEA accredited as an Employer of Choice for Gender Equity.

We want all candidates to feel safe, included and provided with the best opportunity to thrive, if you require reasonable adjustments during your application or throughout the recruitment process, please reach out to a member of the Talent team careers@hesta.com.au and we’ll call you to discuss.

Please note: Applications via recruitment agencies will not be accepted for this position.