Senior Incident Manager Role
A key position within our organisation, this Senior Incident Manager is responsible for the effective management of superannuation administration incidents and complaints.
Responsibilities include:
* Managing internal and external stakeholders to record, report, contain, remediate, and review incidents and complaints across a variety of clients, in line with applicable laws, contractual obligations, and service level agreements.
* Conducting incident and complaint impact assessments, root cause analysis, and documenting proposed incident remediation plans for internal and external approval.
* Collaborating with internal teams to implement required remediation activities.
* Conducting and documenting Post Incident Reviews, and implementing prevention steps to reduce the likelihood of recurrence.
* Identifying, developing, and implementing processes and control uplift opportunities.
* Documenting complaint key learnings.
* Maintaining internal and external incidents and complaints reporting.
Key skills and qualifications for this role include:
* RG 146 and a deep understanding of superannuation administration processes and related obligations.
* Experience in managing obligations relating to incident management and internal dispute resolution.
* Effective communication and stakeholder management skills.
* Strong written and verbal communication.
* Ability to complete calculations required to remediate incidents and complaints including compensation.
* Ability to reduce preventable recurring incidents and complaints through undertaking root cause analysis and providing recommendations.
* Ability to produce high-quality internal and incidents and complaints reporting and insights.
This is an exciting opportunity to be part of a growing organisation that prioritises employee development and offers a range of benefits, including:
* Competitive remuneration commensurate with skills and experience.
* Training and development opportunities.
Our organisation values diversity and inclusion, and we welcome applications from candidates with a diverse range of backgrounds and experiences. We are committed to creating a work environment that is free from discrimination and harassment.