At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. We are dedicated to building a high‑performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

Your New Role

In this 12‑month contract, you’ll play a key role in building and maturing a newly established Service Improvement function. This is a hands‑on leadership role, overseeing a portfolio of improvement initiatives and designing the frameworks, governance, tools and ways of working that enable consistent, scalable delivery and measurable benefits. Working closely with the Senior Manager, Service Improvement, you’ll help shape the function’s direction, coach the team and embed strong delivery disciplines, reporting and insights. You’ll collaborate across Service Delivery and enterprise teams to identify, prioritise and progress improvement opportunities that deliver sustainable outcomes for the Fund.

Key responsibilities include:

• Build and mature the frameworks, governance, tools and ways of working that underpin the Service Improvement function.
• Establish and maintain portfolio reporting, dashboards, benefits tracking and governance rhythms that provide visibility, support prioritisation and enable effective decision-making.
• Oversee a portfolio of service improvement initiatives, ensuring work is prioritised, governed and delivered in line with strategic objectives and business priorities.
• Lead selected improvement initiatives from identification to implementation and benefits realisation.
• Coach and support Service Improvement Managers and initiative owners, promoting consistent delivery disciplines, governance and continuous improvement practices.
• Analyse data, insights and stakeholder feedback to identify service pain points and improvement opportunities.
• Collaborate with other change and improvement teams to drive alignment, shared success and consistent ways of working.
• Represent Service Improvement and Service Delivery in cross-functional forums, working groups, projects and strategic initiatives.

What You’ll Need

• 8 - 10+ years’ experience in service improvement, business optimisation, operational excellence, transformation, service delivery or change environments.
• Proven experience overseeing multiple concurrent initiatives or portfolios of work, including prioritisation, governance, dependency management, reporting and benefits realisation.
• Demonstrated experience establishing, embedding or maturing improvement, governance, reporting, portfolio management, tools and ways of working that improve business performance and delivery outcomes.
• Experience leading complex improvement, optimisation, transformation or change initiatives from identification through to implementation and benefits realisation.
• Demonstrated experience working both in operational environments and on strategic improvement initiatives, with the ability to balance operational realities with longer-term business outcomes.
• Experience in change management, including stakeholder engagement, readiness activities and delivering clear, effective change communications.
• Experience coaching, mentoring or supporting others in initiative delivery, stakeholder engagement, business analysis, change management or continuous improvement practices.
• Strong problem-solving, analytical and business improvement skills, with the ability to translate insights and data into practical solutions and measurable outcomes.

• Build and mature the frameworks, governance, tools and ways of working that underpin the Service Improvement function.
• Establish and maintain portfolio reporting, dashboards, benefits tracking and governance rhythms that provide visibility, support prioritisation and enable effective decision-making.
• Oversee a portfolio of service improvement initiatives, ensuring work is prioritised, governed and delivered in line with strategic objectives and business priorities.
• Lead selected improvement initiatives from identification to implementation and benefits realisation.
• Coach and support Service Improvement Managers and initiative owners, promoting consistent delivery disciplines, governance and continuous improvement practices.
• Analyse data, insights and stakeholder feedback to identify service pain points and improvement opportunities.
• Collaborate with other change and improvement teams to drive alignment, shared success and consistent ways of working.
• Represent Service Improvement and Service Delivery in cross-functional forums, working groups, projects and strategic initiatives.

• Strong problem-solving, analytical and business improvement skills, with the ability to translate insights and data into practical solutions and measurable outcomes.
• Experience in change management, including stakeholder engagement, readiness activities and delivering clear, effective change communications.
• Experience coaching, mentoring or supporting others in initiative delivery, stakeholder engagement, business analysis, change management or continuous improvement practices.

• 8 - 10+ years’ experience in service improvement, business optimisation, operational excellence, transformation, service delivery or change environments.
• Proven experience overseeing multiple concurrent initiatives or portfolios of work, including prioritisation, governance, dependency management, reporting and benefits realisation.
• Demonstrated experience establishing, embedding or maturing improvement, governance, reporting, portfolio management, tools and ways of working that improve business performance and delivery outcomes.
• Experience leading complex improvement, optimisation, transformation or change initiatives from identification through to implementation and benefits realisation.
• Demonstrated experience working both in operational environments and on strategic improvement initiatives, with the ability to balance operational realities with longer-term business outcomes.