Call Centre & Administration Manager

About the role

The Call Centre Administration Manager will lead multiple operational teams delivering member services for a specialist superannuation administrator. Reporting to senior leadership, you will ensure accurate, efficient processing of member transactions while maintaining compliance with Australian superannuation legislation.

Key responsibilities

• Lead administration, contact centre and pension administration teams.
• Drive operational performance against KPIs, SLAs and service standards.
• Plan workforce, manage capacity and allocate resources.
• Enhance member experience and overall service delivery.
• Manage operational risk, governance, compliance and audit readiness.
• Oversee complaints, escalations and quality initiatives.
• Coach and develop Team Leaders and operational staff.
• Lead business improvement projects, process uplift and system enhancements.
• Prepare operational reporting and recommendations for senior leadership.
• Partner with internal and external stakeholders to deliver best‑practice outcomes.

Required profile

• Significant experience in superannuation administration, member services or financial services operations.
• Proven leadership across administration and contact‑centre environments.
• Strong knowledge of Australian superannuation legislation and regulatory requirements.
• Demonstrated ability to manage performance through KPIs and SLAs.
• Excellent stakeholder management, coaching and decision‑making skills.

Required skills

• SuperStream
• Contributions processing
• Rollovers
• Benefit payments
• Pension administration
• RG146 (or willingness to obtain)
• Lean / Six Sigma methodologies
• Project management and continuous improvement