Briefing Document. General Manager - Operations. Date: September Briefing Document - General Manager - Operations

Transcription

1 Briefing Document Organisation: CareSuper Position: General Manager - Operations Location: Melbourne Date: September 2014

2 The position Position: Reports to: Direct reports: General Manager - Operations CEO Manager - Administration and Administration Officer Data Analyst Fund objective: CareSuper provides superannuation services and aims to be the preferred choice of fund for employers of and members engaged in administrative, professional, managerial occupations across all industries. The Fund s objectives are to maximise members benefits through sustainable investment strategies, maintaining low fees and by offering competitive insurance and ancillary products to complement superannuation savings. The Fund strives for continued growth in investments under management, membership and participating employers as well as engaging members to empower them to achieve long term financial security. A key value proposition of the Fund is to deliver performance across investments, administration and customer service. The main functions of the Trustee office are to support the CareSuper Board, to develop and implement strategy, manage relationships with providers of services such as administration, IT, debt collection, investment advice, custody, insured benefits as well as develop and direct strategies and processes for marketing, business development, compliance, risk management and general administration of the Fund s offices and non financial assets. CareSuper maintains offices in Melbourne, Sydney and Brisbane. Department objective: To contribute to the senior management team to develop and achieve CareSuper s goals in general and specifically as they relate to the administration of the fund. To manage relationships with relevant service providers to represent CareSuper s interests and deliver efficient, cost-effective operations/administration of the Fund, to demonstrate the brand and value propositions. To manage the operations team to provide service to internal stakeholders in respect of administration and reporting and analysis. Internal customers: CEO, Member and Employer Services Committee (MESC) and Board, and fellow executive managers Client Partnerships team, Marketing & Communications, Compliance & Risk and Insurance and Claims teams and others requiring administration and reporting solutions. External customers: Members and employers, ratings agencies such as SuperRatings, Heron, Chant West etc

3 External contacts: Fund Administrator (including relevant subsidiaries or service partners), credit control service provider, auditor, others as required Primary objective of role: The GM - Operations is primarily responsible for ensuring the efficient and effective operation of the outsourced administration of the Fund (which is a material outsourced contract) in accordance with direction from the Board and CEO, the relevant statutory (including APRA Prudential Standards) and industry requirements. The administrator is an extension of the Fund and should demonstrate its brand attributes. The role is also responsible for managing the operations team to provide timely and efficient services to internal stakeholders in the form of administration solutions and data / analysis. Specific duties and responsibilities: Strategy: Monitor trends in administration and service provision, and work with other internal stakeholders to make recommendations to management, MESC and the Board regarding strategy for cost effective and efficient operational functions In conjunction with marketing or other teams, develop requirements and oversee implementation of functions and processes affecting customer experience, such as online strategy for employers and members, contact centre operations, etc. thereby demonstrating CareSuper s brand Work with administrator and other relevant providers to implement the Fund s strategies and product initiatives Contract management: Prior to the expiration of Administration Contracts, recommend any changes to contract provisions, service standards, etc to the CEO and MESC Co-ordinate review of administration arrangements or tender process (including use of a tender consultant) as determined by the Board and in accordance with the Outsourcing Policy. Assess results and work with CEO to make recommendations to the MESC and Board Negotiate contracts, service level agreements, profit sharing arrangements or penalty system with relevant service providers including: - Administrator (taking into account specific needs of other teams for services such as accounting, insurance, etc) - Analytics and reporting providers - Credit control service provider - Service level auditor Liaise with all interested parties during and post tender process Ensure Administration contract reflects proposal and agreements during tender process / negotiation period Ensure any relevant disclosure documentation reflects the terms of the contract Undertake review of other outsourced services such as credit control from time to time

4 Management of service providers: Work with service providers to ensure they demonstrate CareSuper s brand attributes and value propositions such as making super easy Monitor performance of the administrator and other relevant service providers and manage resolution of issues For administration, work with external auditor to determine audit criteria and oversee quarterly review of performance against stipulated criteria Hold monthly administration meetings to manage day-to-day and ongoing issues Ensure business rules reflect current processes and achieve effectiveness and efficiency Monitor criteria relating to profit sharing on an annual basis and report to CEO Co-ordinate meetings from time to time to discuss ongoing administration strategy and implementation of Fund strategy with relevant senior managers/ceo and the administrator Ensure the accuracy of reporting from the administrator or other service providers Determine, negotiate and manage various administration projects Integrate administration systems with Trustee office requirements, covering Pivotal, Analytics, aaspire, etc (in conjunction with the users of these systems) Risk management: Identify, monitor and oversee the management of outsourcing and operational risks, including the recommendation and implementation of controls Ensure administrator meets compliance requirements Communications: Ensure that any relevant communications such as PDSs, fact sheets, website content, etc as they relate to administration or credit control are aligned with contract terms and are compliant Incidences, breaches and complaints: Review all relevant reports relating to incidences, breaches and complaints to identify causes, institute new or amended processes if necessary and report on systemic issues and work with the Compliance & Risk team as necessary Oversee responses to complaints Manage the response to all non-insurance related complaints made to the SCT or litigated matters and work with Manager Insurance & Claims as necessary regarding insurance complaints MESC and Board: Prepare MESC and Board papers in a timely manner, reporting on all relevant administration/operations issues, projects and initiatives, including market trends, legislative change, any changes advised by the administrator or other service providers, incidence of breaches and complaints, additional services outside the contract or other factors and as determined by the MESC Chair, the CEO or the Board

5 Report to MESC on achievement of service standards by service providers and any action taken to correct non-adherence Report on risk management Develop and review administration related policies in line with MESC calendar Prepare minutes of MESC meetings in a timely manner Data integrity, analysis and management reporting: Responsible for the integrity of data and the development and provision of: - timely and accurate reports for various internal stakeholders as required - propensity modelling for various scenarios to aid the development of the Fund s strategy and responses to such scenarios - outcomes based management reporting to measure results of various activities - the annual budget for administration and related services to feed into the Fund s operational budget and monitor and report on expenditure against budget Member of Senior Management Team: Contribute to strategic and business planning activities at senior management level Represent management to staff and service providers Demonstrate CareSuper s values Representation of Fund: Professionally represent CareSuper with industry bodies as agreed with the CEO

6 Selection criteria Skills and attributes: Strategic thinking Analytical skills Negotiation skills Project management skills Leadership skills Strong understanding of superannuation and administration Teamwork and ability to liaise with internal departments to provide competitive and compliant outcomes for the Fund and its members Excellent verbal and written communications / report writing skills Good organisational skills, with the ability to work both autonomously and efficiently in order to run with multiple projects and activities Ability to use computers, and Microsoft Office applications such as Word, Excel, , Pivotal, etc Maintain current knowledge of superannuation and insurance by attending relevant seminars and conferences and meet RG 146 requirements. The General Manager Operations will be subject to annual compliance audits conducted by AIST or such similar organisation