Member Services Manager

About the role

The Member Services Manager will lead initiatives to improve the experience of superannuation members. You will oversee both complaints and insurance claims processes that are outsourced to external administrators, ensuring they meet ANZ’s standards of service and empathy.

Key responsibilities

• Manage the Fund’s internal complaints (IDR) process outsourced to MUFG and handle external complaints (EDR).
• Oversee the insurance claims process in partnership with Zurich and MUFG, tracking end‑to‑end timelines.
• Identify and implement improvements to claims communications for clarity and empathy.
• Drive operational efficiencies and member‑experience enhancements across the service journey.
• Prepare and present regular performance and improvement reports.

Required profile

• Proven experience in superannuation complaints and/or claims oversight.
• Familiarity with outsourced administration and insurance arrangements.
• Strong understanding of insurance policy wording and claims procedures.
• Demonstrated ability to manage third‑party relationships and drive performance.
• Excellent analytical, problem‑solving and communication abilities.

Required skills

What we offer

• 12‑month fixed‑term contract with competitive benefits.
• Flexible working arrangements to support work‑life balance.
• Opportunities for professional growth within a diverse, inclusive organisation.
• Access to resources and support to advance your career in financial services.