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About the Role

This role is responsible for leading the day-to-day delivery and optimisation of employer servicing, payroll experience and digital channels, ensuring services are operationally effective, consistent and scalable. It sits at the intersection of operations, digital enablement and employer experience, working closely with internal stakeholders and external service providers to enhance service delivery, improve digital adoption and drive continuous improvement.

Responsibilities

Oversee day-to-day employer administration and payroll servicing, including onboarding, contributions and issue resolution.
Manage operational delivery in line with agreed service models, working closely with internal teams and outsourced providers.
Maintain strong relationships with key service providers and payroll partners to ensure effective service delivery.
Monitor and manage employer-critical SLAs, proactively identifying risks and leading issue resolution.
Drive adoption and optimisation of employer digital assets, including Employer Portal, MLC EmployerPay and ESI Hubs.
Partner with Digital, Product, Marketing and operational stakeholders to improve employer journeys and usability.
Implement and embed the digital-first servicing model, supporting scalable, system-led servicing.
Identify and address friction points across the employer experience through continuous improvement initiatives.
Utilise data and insights to improve service performance, increase digital adoption and support transformation initiatives.

Requirements

Strong operational experience in employer servicing, payroll or administration environments.
Proven ability to manage service delivery and third-party providers.
Experience in SLA management, operational performance monitoring and issue resolution.
Strong process improvement and problem-solving capabilities.
Ability to translate strategic initiatives into effective operational execution.
Experience using data and insights to drive service improvements and business outcomes.
Strong stakeholder management skills across operations, digital, product and external partner groups.
Commercial awareness with a focus on efficiency, cost-to-serve and service outcomes.
Applicants will be required to provide evidence of their eligibility to work in Australia.
Applicants must undertake police and basic credit checks as a condition of employment.

Skills

Employer servicing
Payroll
Administration
Service delivery management
Third-party provider management
SLA management
Operational performance monitoring
Issue resolution
Process improvement
Problem-solving
Strategic initiative execution
Data analysis
Stakeholder management
Commercial awareness
Digital enablement
Digital adoption
Continuous improvement

Location

Agnostic Location

Work Type

Full-time

Experience Level

Manager

Benefits

Flexibility
Opportunity for growth
Learning new skills

About the Company

We are one of Australia’s leading financial wellbeing organisations, helping people feel good about their money.
We help people from those starting out to those retiring.
We aim to create financial wellbeing for every Australian.
We believe people who are confident about their financial future live better lives.