Role & Company Overview:
Our client is a leading Australian superannuation & investments provider with a strong member-first culture. They are seeking a Senior Complaints Manager & Product Specialist to own the end-to-end complaints and incident framework for a major superannuation master trust, while partnering closely with product to uplift member communications and statements. You'll be reporting to the Director, Business Strategy & Operations and working alongside the Senior Manager, Operations & Project Delivery (Superannuation).
The main responsibility of this role is to manage the firm's Master Trust enquiries and complaints process, investigate and oversee incident management and support product management.
Key Responsibilities:
* Lead the master trust enquiries & complaints process: assess outcomes, guide responses, and implement efficiency improvements and standards.
* Coordinate cross-functional stakeholders (administration partner, Compliance, Legal, Trustee Office, Product & Insurance) to resolve issues and deliver consistent, high-quality responses.
* Own incident management: identify, investigate, and report breaches/incidents, determine impacts, and drive remediation and risk mitigation.
* Oversee member statement delivery (quarterly pension, annual accumulation): project manage updates, execution, governance and post-implementation reviews.
* Provide regular reporting, trend analysis and insights to the trustee; recommend product/process changes and compensation methodologies where appropriate.
Skills & Experience Required:
* 5+ years in a complaints/incident management role, in a superannuation fund or a superannuation administrator provider.
* Platform and/or product roles within superannuation.
* Strong technical knowledge of superannuation regulations and legislation, with a deep understanding of platform/master trust operations.
* Proven stakeholder, project and process management capabilities.
* Excellent communication, facilitation and documentation skills.
* Bachelor's degree in Business, Economics or Finance
Benefits for You:
* Lead a high-impact remit spanning complaints, incidents, and product delivery
* Broaden your scope into superannuation product management while shaping best-practice frameworks and member communications.
* Work with senior leaders in a collaborative, purpose-driven culture.
* Competitive remuneration and genuine career growth.
To
apply,
please submit your up-to-date resume and contact
Rosie Keegan
,