Business Unit:

Job Description:

Key Responsibilities

Vendor Management

• Support the vendor delivery of our external administrator and participate in the day-to-day relationship with the leadership and various teams across the external administrator.
• Monitor service performance and, operational delivery, and adherence to contractual obligations.
• Escalate issues as required and contribute to the resolution of service or delivery challenges.
• Contribute to performance reviews, issue resolution, and continuous improvement initiatives.

Employer Client Relationship Manager support

• Support the Employer Client Account Managers with operational queries and work request submissions.
• Scope, assess, and validate work requests to ensure clarity of requirements and efficient delivery by the external administrator.
• Provide guidance on process requirements and ensure requests align with operational capabilities.

Project management and platform development

• Strategic Initiative Program Support
  • Coordinate key project governance processes, including meeting schedules, reporting, status updates, and risk/issue tracking.
  • Support delivery teams in meeting milestones and ensuring alignment with strategic priorities.

Development Project Pipeline Management

• Manage the pipeline of small to medium development projects delivered by the external administrator.
• Lead efficient and accurate scoping and evaluation of project requirements.
• Work closely with the external administrator on implementation, milestone tracking, and delivery of individual tasks.
• Track and report on the overall delivery of the portfolio of development initiatives.

Continuous Improvement

• Identify opportunities for process improvement, automation, and operational efficiencies across administration, vendor processes, and internal workflows.
• Recommend and support implementation of enhancements to improve service quality and reduce operational risk.

Master Trust Expertise

• Develop and maintain a deep understanding of the Russell Investments Master Trust, including:
  • Product design
  • Fund and investment structures
  • Core and ancillary administration processes
• Use this knowledge to support operational decisions, identify risks, and improve service outcomes.

Stakeholder Engagement

• Build and maintain strong relationships with internal and external stakeholders across product, operations, client services, compliance, and the external administrator.
• Act as a key liaison point to ensure aligned understanding of priorities, requirements, and upcoming deliverables.

Skills/Attributes Required

• Minimum 4 – 6 years’ experience in operations within the superannuation industry.
• Strong understanding of all facets of Master Trust processes, including defined benefit and pensions.
• Proven experience in vendor and project management.
• Excellent communication, stakeholder engagement, and problem-solving skills.
• Relevant tertiary qualifications in business, finance, or a related field.
• Experience in working with service providers
• Ability to work autonomously and collaboratively when required
• Strong analytical skills and attention to detail.
• Exposure to all aspects of risk management frameworks
• Excellent negotiation, stakeholder management, and communication skills.
• Familiarity with regulatory reporting obligations (APRA, ASIC, AUSTRAC).
• Relevant certifications (e.g., RG146, CIPS, PRINCE2, or vendor governance certifications)