HESTA Super Fund
Accumulation and Retirement Services Specialist
We’re HESTA - the industry super fund dedicated to health and community services. We work hard for our amazing members.
Customer service and support
Contract
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why HESTA Super Fund
At HESTA we’re a leading national superannuation fund dedicated to people working in health and community services – a growing sector of ordinary people doing extraordinary things, day in day out, right across Australia. More than a million Australians trust HESTA with their money. So together, we invest billions of their savings globally, striving to generate strong investment returns and make a real difference to their financial futures. Our focus is on helping our members enjoy the retirement they’ve worked hard for.
About the role
**The opportunity – ‘Do what you love, and you’ll never work a day in your life’ #careerswithimpact ** Are you an experienced in superannuation operations & looking to make an impact? We're seeking a skilled Accumulation & Retirement Services Specialist to join our dynamic team. In this role, you will be responsible for key operational activities and tracking vendor performance to deliver optimal superannuation outcomes and a streamlined member experience. Please note this is a 12 month maximum term contract. What you'll do:
- Manage relationships with fund administrator and internal stakeholders to triage enquiries, escalations, or concerns to ensure Members receive the appropriate support to resolve their issue effectively.
- Drive operational incident management and resolution
- Identify and provide feedback on internal and vendor continuous improvement opportunities to improve processes, ways of working and operational efficiency
- Support the Accumulation and Retirement Services Lead in driving operational efficiency and Trustee oversight
You have:
- Hands-on operations experience in superannuation and can hit the ground running, ideally from a superannuation administration or Trustee office background
- Deep understanding of super legislation and SIS Act
- Proven track record in operations and process improvement
- Excellent stakeholder management skills
- Experience in incident management and resolution
- Strong analytical and problem-solving abilities
- Ability to guide junior team members
What you'll be responsible for
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Relationship Building and Management
Develop, maintain, and prioritize relationships with key stakeholders to achieve specific goals
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Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
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Service orientation
Actively seeks and develops strategies to help key stakeholders
Meet the team
