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)