Monitoring and Oversight Manager
Hostplus
Date: 9 hours ago
City: Melbourne, Victoria
Contract type: Full time
How will you make an impact?
Are you passionate about making a positive impact to our members dignified retirement?
The Monitoring and Oversight Manager is responsible for driving and maintaining a culture of high professional standards and service and operational excellence. The role will focus on key areas such as the Quality Framework, vendor management obligations and seeking a great understanding of cost, productivity and servicing efficiencies across the business operating model. The role will drive operational and governing frameworks to ensure vendor management and internal stakeholders are complying.
The role will be required to have an understanding of operational structure, costs and to seek a great understanding of the funds end to end operating model. This role will be a co-location role across the trustee and vendors to ensure the knowledge and embedding programs, governing models, brand and environmental structures are adhered to at all times. Fostering a change and quality assurance program is a key part of this role and is essential to ensure monitoring of the outcomes of change.
The role will also entail identifying areas that need improvement (process, systems, skills) within the team and will be responsible for taking appropriate action to strengthen those areas through the established Change Management Framework.
The opportunity
In this role, you’ll be responsible for preparing monthly operational reports, documenting issues and preventative actions, and tracking process improvements to ensure service level agreements are consistently met. You’ll play a key role in maintaining high standards of customer service across all vendor interactions, ensuring compliance with quality assurance requirements, and applying technical expertise to support operational excellence.
You’ll also contribute to business innovation by identifying risks and opportunities, supporting training initiatives, and driving continuous improvement across service models. As a leader within the team, you’ll provide guidance to the Service, Operations, and Insurance teams, act as an escalation point, and manage independent projects as needed. Your focus on collaboration, quality, and performance will help shape a culture of service excellence and accountability.
About You
Benefits
Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:
About Us
At Hostplus, we passionately provide around 1.8 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.
Your role at Hostplus will make a difference, whether you're in marketing, financial advice, operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?
Our commitment to diversity and inclusion
We are dedicated to creating an inclusive workplace where everyone feels valued and appreciated for being their authentic selves. We celebrate diversity and believe that different backgrounds and experiences enrich our relationships and bring meaningful benefits to our people, our members, and the communities we serve.
We welcome applications from everyone and if you require any adjustments made during the recruitment process, we encourage you to reach out to us at [email protected] and to let us know how we can support.
How do I apply?
If you are interested in this opportunity, please follow the prompts to make an application.
We have an important duty to our members, all appointments are made subject to a satisfactory National Police, Bankruptcy and Insolvency Check.
Are you passionate about making a positive impact to our members dignified retirement?
The Monitoring and Oversight Manager is responsible for driving and maintaining a culture of high professional standards and service and operational excellence. The role will focus on key areas such as the Quality Framework, vendor management obligations and seeking a great understanding of cost, productivity and servicing efficiencies across the business operating model. The role will drive operational and governing frameworks to ensure vendor management and internal stakeholders are complying.
The role will be required to have an understanding of operational structure, costs and to seek a great understanding of the funds end to end operating model. This role will be a co-location role across the trustee and vendors to ensure the knowledge and embedding programs, governing models, brand and environmental structures are adhered to at all times. Fostering a change and quality assurance program is a key part of this role and is essential to ensure monitoring of the outcomes of change.
The role will also entail identifying areas that need improvement (process, systems, skills) within the team and will be responsible for taking appropriate action to strengthen those areas through the established Change Management Framework.
The opportunity
In this role, you’ll be responsible for preparing monthly operational reports, documenting issues and preventative actions, and tracking process improvements to ensure service level agreements are consistently met. You’ll play a key role in maintaining high standards of customer service across all vendor interactions, ensuring compliance with quality assurance requirements, and applying technical expertise to support operational excellence.
You’ll also contribute to business innovation by identifying risks and opportunities, supporting training initiatives, and driving continuous improvement across service models. As a leader within the team, you’ll provide guidance to the Service, Operations, and Insurance teams, act as an escalation point, and manage independent projects as needed. Your focus on collaboration, quality, and performance will help shape a culture of service excellence and accountability.
About You
- Understanding the role of the Trustee, the Fund’s Trust Deed and SIS legislation.
- Understanding the requirements for payment of benefits.
- Highly developed analytical and problem solving skills.
- Demonstrated skills in stakeholder management
- Comprehensive knowledge of Claims and Insurance administration.
- Ability to work to a schedule and meet deadlines.
- Demonstrated negotiation skills.
- Adaptive skills and ability to work in a changing environment.
- Demonstrated customer relationship management focus.
- Results and outcome driven.
- Strong communication and interpersonal skills.
- Strong reporting and business writing skills
- Proven ability to set and to achieve business goals and objectives.
- Demonstrated record of achievement in process re-engineering and process improvement.
- Tertiary qualifications in a related discipline are desirable but not mandatory.
- RG146 qualifications are essential.
- 10+ years in superannuation or financial services administration.
- Demonstrated technical proficiency in a Continuous Improvement or process review environment.
- Proven experience in relationships or stakeholder management.
- 3 lines of defense model experience desirable
Benefits
Our employees are passionate about what we do and are proud to be part of an organisation which helps everyday Australians achieve a brighter future. We value diversity of thought and have an open and flexible workplace. Some industry leading benefits we offer include:
- Hybrid and flexible work environment
- 15% superannuation
- Additional paid leave over Christmas and New Year
- Additional 5 days paid “flex leave”, so that you can take time out when you need it
- 18 weeks paid parental leave
- Total Wellness Program, including benefits such as free flu shots, comprehensive EAP support, access to medical experts and wellness related events throughout the year
- 3 days community service leave
- 4 weeks paid gender affirmation leave
- Access to long service leave at 5 years
- Access to subsidised financial advice
- Dedicated per person development budget to support your growth
About Us
At Hostplus, we passionately provide around 1.8 million members with the best possible service; constantly looking for new ways to deliver better value while helping members get the most out of their super. We are inspired to help our members achieve greater security for their future and ensure they retire with dignity.
Your role at Hostplus will make a difference, whether you're in marketing, financial advice, operations or any of our other divisions - you'll be contributing to ensuring our members retire with the best possible outcomes, and what better feeling is there than knowing your role helps someone to retire with dignity and security?
Our commitment to diversity and inclusion
We are dedicated to creating an inclusive workplace where everyone feels valued and appreciated for being their authentic selves. We celebrate diversity and believe that different backgrounds and experiences enrich our relationships and bring meaningful benefits to our people, our members, and the communities we serve.
We welcome applications from everyone and if you require any adjustments made during the recruitment process, we encourage you to reach out to us at [email protected] and to let us know how we can support.
How do I apply?
If you are interested in this opportunity, please follow the prompts to make an application.
We have an important duty to our members, all appointments are made subject to a satisfactory National Police, Bankruptcy and Insolvency Check.
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