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Manager Quality & Service Support

UniSuper Melbourne, Australia
Posted 12 days ago Permanent Competitive
Manager Quality & Service Support
Job Description

  • Newly created position reporting to our Head of Member Engagement
  • 3 Direct reports with a team of 11
  • Develop and deliver our Quality Framework

UniSuper is a place for people who want to make a difference in their work and the world. As one of Australia's largest super funds you will join an inclusive team of passionate people focused on creating a great retirement outcome for our members.

Our Member & Advice business unit exist to champion the customer by delivering exceptional outcomes and is made up of several departments on the front line supporting our members. We are passionate about what we do every day and how that contributes to UniSuper's purpose.

The role

Reporting to our Head of Member Engagement you will work closely with the Member Engagement Leadership Team to drive exceptional customer experiences, operational excellence, growth and capability uplift.

Responsible for the UniSuper technical support and quality functions that support the delivery of excellent service to our customers across multiple channels including voice, chat and email. You will develop and deliver our Quality Framework whilst also being accountable for,
  • Technical support and quality functions achievement of legislative SLAs and business unit performance metrics
  • Coaching and supporting Leaders to build high performing teams
  • Leading the development and execution of a Member Engagement best practice quality framework
  • Working closely with the Complaints & Advocacy Team to support the execution of best practice complaints management
  • Drive uplift in customer experience delivered across Member Engagement
  • Lead a culture of continuous improvement

About you

A true thought leader, we are seeking an individual who is a strategic thinker, result focus and measures performance by outcomes. A Quality Assurance background within a contact centre environment is essential couple with experience in
  • Business planning and strategic execution
  • Developing roadmaps that deliver operational and service enhancements.
  • Project Management expertise, including planning, tracking, reporting and governance.
  • Effective execution and management of change.
  • Communication, influencing and relationship management.
  • Managing technology enabled business change.

About US

We believe that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office.

UniSuper's high performance culture is supported by a range of benefits that demonstrates our commitment to ensuring our employees achieve their full potential, thrive, and grow their career with us. These include

A personal development budget of $1500 to support employees in their professional growth.
Mental physical and financial well-being initiatives
The opportunity to choose between 17% and 11% superannuation
Exceptional parental leave
3 days over Christmas and 3 days 'Community and Culture' leave allowing you to celebrate and contribute to things that are important to you outside of work

At UniSuper, we value and celebrate diversity and inclusion in our workplace, where everybody can thrive. We believe that having a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don't meet all the requirements listed.

Think Great. Create Great.
Job ID  300000680219114
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