Description:
The Executive Manager, Service Operations is responsible for the management of third-party service providers and the internal servicing teams. The role will also oversee the development and management of servicing models, including operations and digital solutions, for all Hostplus members, employers and third parties with a focus on ensuring our members, employers and third parties are able to get the information that they need, when and how they want it.
Key Responsibilities For This Role Include
- Providing strategic leadership and oversight to the service operations team, driving high quality service delivery to ensure member satisfaction, engagement, and retention.
- Developing and executing the various stages of the business strategy as well as, the development and implementation of related business plans.
- End to end management of member online services to drive marketing, and provide knowledge and functionality, to meet member expectations.
- Managing and refining, service operating models across the business both internally, and externally through vendors, to ensure they are meeting expectations.
- Management of governing frameworks.
- Developing and rolling out a communication strategy to meet education of members and operational requirements.
- Overseeing the end-to-end claims management process to ensure a high-quality service is being provided through vendors.
- Managing the delivery of education and engagement on products and services the fund offers.
- Overseeing the development of face-to-face front office engagement models for education and services in Melbourne, Sydney, and Adelaide.
- Overseeing business transformation programs, including but not limited to, the conversion of transactions to digital strategies.
- Increasing digital take up rates and increasing education and engagement models across the fund.
- Managing, refining, and monitoring vendor management frameworks, including the adherence to vendor contractual obligations.
About You
You will have principal ownership and responsibility to lead all elements of the service operations function and therefore the following skills and knowledge will be essential in delivering outcomes including:
- Effectively empowering the team to achieve the desired business outcomes.
- Building strong and lasting relationships through the provision of exemplary customer service for all stakeholders (internal & external).
- Being a confident, articulate and a strong communicator.
- Recognising problems and developing strategies to address requirements in a timely manner.
- Presenting both written and oral material clearly and succinctly and the ability to move groups to an appropriate conclusion/outcome.