About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

This role is not a traditional Member Services Manager position. It does not focus on running education sessions or onsite seminars.

Instead, this role is a member experience and process improvement lead—someone who can identify where key member journeys need uplifting and then drive improvement through our external outsourced partners, not by doing the operational work themselves.

You’ll take ownership of a portfolio of priority member experience improvements (e.g., claims pathways, beneficiary nominations, onboarding, retirement transitions). You will analyse insight, diagnose issues, design practical solutions, and ensure delivery through strong collaboration with MUFG, Zurich, and internal stakeholders.

This role requires someone who:

• deeply understands superannuation,
• is hands‑on with delivery (not caught up in design methodology),
• excels at influencing without authority, and
• is motivated by measurable improvement in member outcomes.
  
  

Role Type: 12 Months Fixed Term
Role Location: L5B/833 Collins St Docklands, VIC
Work Hours: 40 Hours- Full Time
Work Type: Hybrid - Minimum 50% in office

What will your day look like?

You will be accountable for:

Member Experience & Process Improvement

• Mapping and assessing key member journeys to understand pain points and design pragmatic, actionable improvements.
• Working with MUFG, Zurich, and internal teams to scope enhancements, agree solutions, and drive implementation.
  
  

Delivery Through Partners

• Leading delivery of a portfolio of continuous improvement initiatives that rely on our outsourced administrator.
  
  

Collaboration & Governance

• Working closely with risk, compliance, legal, finance, and product to ensure alignment, issue resolution, and regulatory adherence.
• Assisting with quality assurance and review of high‑importance member communications such as benefit statements, disclosure documents, and annual reporting.
  
  

What will you bring?

To be successful in this role, you will ideally bring:

• 10+ years’ experience in superannuation across operations, product, member services, administration, or similar roles.
• Deep understanding of superannuation legislation, products, and insurance arrangements.
• Strong analytical capability, able to interpret data, operational metrics, and qualitative insight.

• Experience in delivering process optimisation, practical journey maps, or customer experience uplift.
• Familiarity with risk management, controls, or operational governance.
• Experience working with and influencing outsourced administrators, including driving outcomes through others.
• Strong project management or delivery discipline (formal project management qualifications not required but would be highly valued).

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 110029 .
 

Job Posting End Date

10/03/2026 , 11.59pm, (Melbourne Australia)