Superannuation Service Delivery Team Manager

At Equip Super, we’re focused on helping our members prepare for, and enjoy financial freedom in retirement. As a profit‑to‑member industry superannuation fund, everything we do is guided by strong governance, long term thinking and high quality service. Headquartered in Melbourne, with a strong national presence, we’re proud to serve our valued Members all across Australia. 

We are a supportive, purpose driven organisation with a member and people centred culture. We support genuine flexible and hybrid working, diverse opportunities for learning, development, and career growth and our people have access to a range of benefits and discounts spanning wellbeing, health, fitness, technology, entertainment and shopping.

To support the evolving needs of our members and employers we are continuing to enhance the capability of our Service Delivery teams within the Service Operations division. This includes the addition of two Service Delivery Team Managers. Each Manager will lead a team of high performing Superannuation and Retirement Specialists, one for Inbound Voice enquiries and the other for Multi Channel enquiries.

These key roles will join our Service Operations leadership team and will  focus on enabling our Specialists to deliver high quality support across Inbound Voice calls and Multi Channel enquiries, as well as general advice, complaints, and first-contact resolution. While this role is based in Melbourne, you and your team will service Members across the country within our operating hours of 8:30am to 7pm Monday to Friday.

You’ll play a critical role in elevating service standards, coaching and developing your team, and ensuring consistent, compliant, and member-first outcomes across all interactions as well as monitor operational performance, analyse data, and identify opportunities to improve processes and productivity.

A strong focus on risk and compliance is essential, ensuring all activities meet regulatory requirements and promoting a proactive, risk-aware culture.

The key purpose of both teams is to deliver high quality member and employer services across all enquiry types, products and member segments. Both teams are multi-skilled across all our service channels and have a dedicated primary and secondary focus. Our Inbound Voice team primarily manages inbound voice activities and enquiries with a focus on first contact resolution. Our Multi Channel team primarily manages all other channels including email, webchat, and in-person walk-ins, and takes ownership of escalated complaints. We support our colleagues across teams as and when required. 

To be successful in this role and business you will be an experienced leader who combines strong operational expertise with a passion for coaching and developing people to deliver service excellence. You bring sound Superannuation knowledge as well as proven experience leading teams in a high volume, highly regulated, customer centric environment. 

RG146 certification and ongoing CPD is essential, as is a strong, member first mindset, a collaborative and outcomes focused approach, and the ability to lead through influence to inspire high performance. You are passionate about continuous improvement and service excellence, and you demonstrate resilience and adaptability in fast paced, evolving environments.

Not sure you meet every requirement? We encourage you to apply. We value diverse perspectives and potential.

Our Commitment to Inclusion: Equip Super is committed to creating an inclusive, safe, and equitable workplace. We welcome applications from people of all backgrounds, identities, and experiences including First Nations peoples, culturally and linguistically diverse communities, LGBTQIA+ people, people with disability, and those returning to the workforce. If you require adjustments at any stage of the recruitment process, we’re here to support you.

How to Apply: Please apply with your CV. No need to include a cover letter unless you’d like to provide more context to your application. 

Recruitment agencies play an important role in our overall talent strategy; however, this vacancy is being managed by our internal team. Please note that we are unable to accept unsolicited or floated CVs or profiles.