Incident Resolution Specialist
This role is focused on providing meaningful information to the team and technical leaders to ensure current and emerging risks are appropriately identified and assessed.
">About the Job">
* Conduct data extraction and analysis to assess and report on the performance of Technical Operations, including thematic issues arising from compliance and risk incidents investigations.
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* Produce monthly reporting on activities and results within the Technical Operations team, including results and insights, and make recommendations on improvements to processes that can lead to sustained results improvements.
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* Liaise with the Information Technology data warehouse and internal Technical teams to obtain data to aid in assessing the quantum of impacted customers, remediation and rectification activities, and analysing received data to ensure quality and accuracy.
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* Monitor and report on success measures for implemented change (resulting from incident management).
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* Implement and produce appropriate incident resolution activity reports and trend analysis reports based on incident resolution activity.
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* Provide analytical support for the evaluation of Significant Dealing notifications from partners.
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* Monitor complaint reporting to identify if selling outside of the Target Market Determination (TMD) is occurring and supplying complaints data to Technical teams.
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About You
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* Tertiary qualification in a relevant discipline.
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* Experience in an analyst, risk management or auditor role, acquired in a complex, matrixed financial services or general insurance organisation.
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* Understanding of insurance laws, legislation, regulations, and prudential standards.
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* Demonstrated ability to use analytical tools and software (SAS, MS Excel, etc.).
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* Proven analytical and critical thinking capability to analyse and interpret a range of data, identify patterns, trends and links that inform judgements and solutions and make recommendations for remediation activity.
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* Ability to interpret and analyse complex information, extract meaningful insights, and evaluate options for decision making.
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* Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
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* Excellent verbal and written communication skills, capable of communicating with clarity, impact, and influence.
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Benefits and Perks
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* Inclusive culture: A supportive, open-minded team focused on customer outcomes, where everyone feels valued and empowered.
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* Flexible work-life balance: Enjoy flexible and remote work options, and support for your work/life balance.
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* Career development: Access mentoring, development and global mobility opportunities for growth and success.
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* Financial and well-being perks: Discounts on products, retail, tech, and travel, plus financial wellness initiatives.
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About Our Culture
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We value diversity and inclusion, and believe in creating an environment where everyone can thrive and grow. We foster an equitable workplace where people from all backgrounds feel welcome and empowered to contribute their unique perspectives.
Adjustments and Support
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If you require any adjustments or support to participate equitably in our recruitment process, please contact us for a confidential conversation.