Manager, EFA Service & Operations

About the Team:
The External Financial Adviser (EFA) team plays a critical role in supporting external financial advisers and ensuring they receive a consistent, responsive and high-quality service experience. Working across service operations, digital service channels, stakeholder engagement and continuous improvement, the team acts as a key connection point between advisers and CSC. The team is focused on delivering operational excellence while ensuring adviser needs are represented across business initiatives, technology enhancements and service improvements.

Your New Role:
As the Manager, EFA Service & Operations, you will be responsible for the leadership, performance and continuous improvement of EFA services across CSC. You will own the operational direction of the EFA function, ensuring services remain effective, scalable and aligned with adviser expectations and organisational priorities. 

This role provides oversight of both the internal Defined Benefit (DB) EFA service team and the dedicated Defined Contribution (DC) EFA contact centre delivered through CSC's service partner, Apex. You will act as the operational voice of EFA, representing adviser needs and business priorities across CSC to influence service improvements, technology enhancements and operational outcomes.

You will also act as the EFA Business Owner for key adviser-facing platforms and channels, including Salesforce and adviser website content, ensuring operational priorities, customer impacts and service requirements are appropriately represented and progressed.

What You’ll Need to Excel:

• Service Operations Leadership – Demonstrated experience leading customer service, contact centre or operational service delivery functions with accountability for performance, customer outcomes and continuous improvement.
• Workforce Planning & Operational Management – Understanding of workforce planning, forecasting and service performance in a service-based environment.
• Customer-facing platforms – Experience with customer-facing platforms, systems and technology, including setting priorities, influencing change and driving business outcomes.
• Continuous Improvement Focus – Proven ability to identify service improvement opportunities and implement initiatives that improve efficiency, customer experience and operational effectiveness.
• Stakeholder Engagement – Demonstrated strong communication and interpersonal skills to manage teams, build stakeholder relationships and collaborate effectively with cross functional teams and external service providers.
• Data-Driven Decision Making – Ability to interpret service data, operational reporting and performance trends to support planning, prioritisation and decision making.
• Customer Service Excellence – Passion for delivering exceptional customer outcomes while balancing operational, compliance and business requirements.
• Adaptability & Change Leadership – Ability to support and embed organisational change, ensuring operational impacts and customer considerations are appropriately managed.

Please Note:
Delegated authority, queue allocation, and cleanup will be key components of this role.

What You’ll Get in Return:

• Lead a High-Profile Service Function – Take ownership of a critical adviser service that plays an important role in CSC's engagement with the external financial adviser community.
• Influence Business Outcomes – Act as the operational voice of EFA and help shape service improvements, technology enhancements and operational priorities across CSC.
• Broaden Your Leadership Experience – Gain exposure to service operations, workforce planning, business ownership, stakeholder engagement, continuous improvement and strategic initiatives.
• Drive Meaningful Change – Play a key role in improving adviser experiences, service performance and operational effectiveness across multiple service channels.
• Collaborative and Supportive Culture – Work with engaged teams and stakeholders who are committed to delivering exceptional outcomes for advisers and CSC.
• Flexible Working Arrangements – Benefit from flexible working options that support work-life balance and individual circumstances.
• Career Development Opportunities – Access opportunities to further develop your leadership, operational management and strategic capability within CSC.

How to Apply:
To apply for this position, please submit your current resume along with a cover letter. For any queries relating to this role, please contact recruitment@csc.gov.au

Applications close: 25^th Aug 2026, COB.

Note – Agency submissions are not solicited for this role.