Job Description:
* Manage superannuation administration incidents and complaints.
* Work with internal and external stakeholders to record, report, contain, remediate, and review incidents and complaints across various clients, in line with applicable laws, contractual obligations, and service level agreements.
* Conduct incident and complaint impact assessments, root cause analysis, and document proposed incident remediation plans for internal and external approval.
* Implement required remediation activities with internal teams.
* Document post-incident reviews and implement prevention steps to reduce recurrence.
* Identify, develop, and implement processes and control uplift opportunities with internal and external stakeholders.
* Document complaint key learnings.
* Maintain internal and external incidents and complaints reporting.
* Attend client incident and breach meetings as required.
* Report systemic incidents and complaints.
Required Skills and Qualifications:
* RG 146 certification and deep understanding of superannuation administration processes and related obligations.
* Experience in managing incident management and internal dispute resolution obligations.
* Effective communication and stakeholder management skills.
* Strong written and verbal communication skills.
* Ability to complete calculations required to remediate incidents and complaints, including compensation.
* Root cause analysis and problem-solving skills to reduce preventable recurring incidents and complaints.
* Reporting and insights generation skills.
* Curious and open mindset with ability to apply creative and pragmatic approaches to solving problems.
Benefits:
* Competitive remuneration commensurate with skills and experience.
* Training and development opportunities.
Others:
Apex is an equal opportunity employer. Hiring decisions are made on the basis of skills, qualifications, and experiences without less favorable treatment on grounds of gender, gender identity, marital status, race, color, nationality, ethnicity, age, sexual orientation, socio-economic responsibilities for dependants, physical or mental disability.