Manager, Quality & Capability

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.

Join our Service Delivery team within the Member Domain, where we deliver world-class services through sustainable, industry-leading standards and a tech- and AI-first approach. You'll play a key role in strengthening quality and capability across Member Resolutions, improving member experiences and driving better outcomes.

Your New Role

Reporting to the Principal Resolutions Operations, you will lead a team of specialists to deliver a comprehensive quality and capability program across Member Resolutions. You'll be responsible for uplifting service standards, embedding training and onboarding frameworks, and ensuring teams are equipped with the skills and knowledge to deliver excellent member outcomes.

You will collaborate across the Fund, including with Colleagues and Culture, to simplify and strengthen the quality and knowledge management ecosystem, ensuring it is fit for purpose.

Key duties include but are not limited to;

• Develop and implement quality and capability frameworks to drive consistent, high-quality resolution outcomes.
• Conduct investigative analysis into member outcomes and experience, identifying root causes and recommending improvements.
• Partner with cross-functional teams to identify risks and implement preventative capability uplift initiatives.
• Design and deliver training programs to enhance resolution capability and service delivery excellence.
• Establish and maintain reporting systems to track quality outcomes, trends and performance metrics.
• Provide guidance to operational teams to ensure adherence to policies, regulations and best practice.
• Drive continuous improvement through insights, metrics and targeted capability interventions.

What You'll Need

• Proven experience in operational management, ideally within financial services or dispute resolution.
• Strong knowledge of quality frameworks, continuous improvement and operational excellence disciplines.
• Demonstrated experience designing and delivering training or capability uplift programs.
• Strong analytical and problem-solving skills with the ability to translate insights into action.
• Excellent stakeholder engagement, communication and influencing skills.
• Understanding of risk and compliance frameworks, including regulatory environments.
• Ability to manage competing priorities and deliver outcomes in a fast-paced environment.
• Relevant tertiary qualifications (financial services, superannuation or risk management desirable).

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.

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.