I am an executive and company director. Across my career I have worked in governance, legal, operations, business transformation and customer strategy inside large, regulated organisations that answer to regulators and to the people they serve. That breadth shapes how I lead: with equal attention to commercial outcomes, organisational resilience and the long-term trust of customers, regulators and boards.

I currently lead a multi-functional division responsible for member services and operations at one of Australia's largest superannuation funds: administration, disputes and complaints, insurance, benefit payments, transformation and customer experience for more than a million members, delivered largely through outsourced providers. Before that I held senior leadership roles across governance, legal, regulatory affairs and transformation, including General Counsel and Company Secretary of the same organisation, reporting to the CEO.

What has interested me throughout is the challenge of helping a complex organisation evolve: aligning strategy, systems, people and governance so that it delivers better outcomes at scale. Working in both executive and board roles has reinforced for me the importance of clear decision-making, disciplined execution and a culture in which people can do their best work.

Alongside my executive career I have served as a non-executive director and deputy chair in health and community services, with governance, audit, risk, remuneration and technology oversight responsibilities. I am most motivated by organisations whose commercial performance, public trust and long-term social impact depend on each other.

Career

  • General Manager / Head of Member Service Performance, HESTA. 2020 to present. Leads member services and operations, and the outsourced providers that deliver them.
  • General Counsel, General Manager Commercial Affairs and Company Secretary, HESTA. 2013 to 2020. Reported to the CEO.
  • Co-founder, W Legal Group. Exited on sale.
  • PwC. Gadens.

Boards

  • Deputy Chair and Director, YSAS. Member of the Audit and Risk Committee.
  • Deputy Chair, BreastScreen Victoria, and Chair of its Governance and Remuneration Committee, 2016 to 2025.
  • Director, Monash Health, 2016 to 2019.
  • Advisory Committee, Ambulance Victoria.
  • Independent adviser, Lumenary Investment Management.

Recognition

  • Asialink Corporate Leader of the Year, 2024
  • Women in Banking and Finance, 2022
  • Legal 500 GC Powerlist, 2019
  • University of Melbourne Young Alumni of Distinction, 2018
  • AFR Boss Young Executive of the Year, 2015

Qualifications

LLB/BCom and LLM, University of Melbourne. Graduate of the Australian Institute of Company Directors. Executive programmes at Harvard, Wharton and INSEAD, and the McKinsey Executive Leadership Program. RG146.

This site

jordenlam.com is where I write about how complex, regulated businesses actually run: what breaks when work is outsourced, why transformation programmes succeed or fail, how boards and executives make decisions under regulation, and what it takes to lead large teams through it. Superannuation supplies most of the examples, though the same problems turn up in insurance, banking, health and government.

I also write about women in senior leadership, and about leading a large operation while raising young children. More of the people running large organisations are doing both, and it is rarely written about by someone inside the executive team who is doing it.

One substantial article roughly once a month, sometimes more often. Views are personal and do not represent my employer or any board.

Talks, interviews and podcasts are on the Media page.

Short biography

For event and media use.

Jorden Lam is an executive and company director. She leads member services and operations for one of Australia's largest superannuation funds, a multi-functional division serving more than a million members, and previously held senior roles across governance, legal, regulatory affairs and transformation, including General Counsel and Company Secretary of the same organisation. She is Deputy Chair of YSAS and was Deputy Chair of BreastScreen Victoria. She was named AFR Boss Young Executive of the Year in 2015 and Asialink Corporate Leader of the Year in 2024.