Monitoring and Oversight Manager

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 youll be responsible for preparing monthly operational reports documenting issues and preventative actions and tracking process improvements to ensure service level agreements are consistently met. Youll 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.

Youll 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 youll 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 Funds 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

What can we offer you

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

Just to name a few!

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 youre in marketing financial advice operations or any of our other divisions - youll 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 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.