Member Service Optimisation Manager

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

An exciting opportunity for an experienced Member Service Optimisation Manager to join HESTA’s GROW Partnership team. In this pivotal leadership role, you’ll drive continuous improvement across member operations – optimising processes, enhancing service delivery, and delivering better outcomes for our members. Reporting to the General Manager – GROW Partnerships, you’ll lead a highly engaged operations team while influencing senior stakeholders and external partners in a complex, regulated environment.

What You’ll Do

Lead operational performance

• Oversee key member processes including the Annual Review Program and Annual Statements
• Optimise accumulation and retirement service delivery to exceed member expectations
• Manage operational performance across business rules, reporting, and SLA outcomes
• Partner with administrators to align and prioritise service and product delivery roadmaps

Drive transformation and improvement

• Use data-led insights to shape and prioritise the operations roadmap
• Deliver initiatives that enhance efficiency, ways of working, and member outcomes
• Ensure initiatives are executed to agreed timelines and budgets

Enable data-led decision making

• Lead the development of performance metrics, dashboards, and operational insights
• Translate data into actionable improvements across operations
• Deliver clear, high-quality reporting to senior leaders, executive and board stakeholders

Strengthen risk and compliance

• Embed robust first-line risk and compliance practices
• Ensure effective management of operational incidents in line with regulatory obligations
• Continuously uplift risk frameworks to minimise member impact

What You’ll Bring

You’re a commercially minded leader who thrives in complexity and drives clarity, performance, and change:

• Proven experience in a similar member service optimisation management role within superannuation or financial services.
• Strong understanding of regulatory requirements impacting member administration.
• Demonstrated success leading, coaching, and developing high-performing teams.
• Track record of delivering process improvement and operational uplift.
• Expertise in operational metrics, reporting, and financial modelling.
• Strong stakeholder engagement and vendor management experience.
• Exceptional communication skills with the ability to influence at all levels.
• A curious, forward-thinking mindset with a focus on continuous improvement.
• Relevant tertiary qualification (business, finance, or related); RG146 advantageous.

Ready to make an immediate impact? Apply now and help shape the future of member service optimisation at HESTA.

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.