Manager, Quality & Capability
On-site · Melbourne, Victoria, Australia
Job Summary
Lead a team of specialists to deliver a comprehensive quality and capability program across Member Resolutions, uplifting service standards, embedding training/onboarding frameworks, and ensuring teams have the skills and knowledge to deliver excellent member outcomes. Collaborate across the Fund to strengthen the quality and knowledge management ecosystem, design and implement quality frameworks, conduct investigative analysis of member outcomes, drive continuous improvement through insights and metrics, and provide guidance to ensure adherence to policies, regulations and best practice.
Required Qualifications
- Proven experience in operational management 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)
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