Manager Employer Experience

• Key role leading delivery and optimisation
• Agnostic Location
• Employer Super, Mastertrust

The opportunity to join our team

An exciting opportunity exists for a Manager Employer Experience to join our Employer Super team within Master Trust. Reporting to the Senior Manager Employer Super Services, 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. 

This is a highly visible role that sits at the intersection of operations, digital enablement and employer experience. You will work closely with internal stakeholders and external service providers to enhance service delivery, improve digital adoption and drive continuous improvement across the end-to-end employer journey. With a strong focus on operational excellence, you will play a key role in supporting a digital-first servicing model while helping to deliver seamless outcomes for employers and payroll partners.

Key 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 initiative

What you will bring:

• 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

Make your move. Make your mark.

What gets us excited about working here? Helping people do more with their money. From those starting out to those retiring. As your team, we’ll show up for you and together we will create financial wellbeing for every Australian. Because we know people who are confident about their financial future live better lives

If this sounds like your kind of career, you sound like our kind of person. Here, you’ll be making a positive impact in people’s lives straightaway – and every day. The first point of contact for our clients whenever they need support.

Along the way, you’ll be free to learn new skills, grow, and get great things done. Around here, we like to call it “putting our fingerprints on the future”.

Showing up for every Australian

We’re one of Australia’s leading financial wellbeing organisations, helping people feel good about their money. This starts by helping our people feel good about working here. That means flexibility. Plenty of opportunity. And celebrating all the unique things that make you, you – what matters to you, matters to us.

To Apply

Read more about why you should join our team https://www.insigniafinancial.com.au/careers/working-with-us/why-join-our-team.

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.