Job Description
This role is responsible for managing superannuation administration incidents and complaints, ensuring that all obligations are met in accordance with applicable laws, contractual agreements, and service level agreements.
The successful candidate will be working closely with internal and external stakeholders to record, report, contain, remediate, and review incidents and complaints across a variety of clients.
Key Responsibilities
* Conduct incident and complaint impact assessments, root cause analysis, and document proposed incident remediation plans for internal and external approval.
* Work with internal teams to implement required remediation activities.
* Conduct and document post-incident reviews, and implement prevention steps to reduce the likelihood of recurrence.
* Develop and implement processes and control uplift opportunities to prevent future incidents and complaints.
* Document key learnings from complaints and ensure that these are shared with relevant stakeholders.
Required Skills and Qualifications
To be successful in this role, you will need:
* RG 146 certification and a deep understanding of superannuation administration processes and related obligations.
* Experience in managing obligations relating to incident management and internal dispute resolution.
* Excellent communication and stakeholder management skills, with the ability to effectively communicate with internal and external stakeholders.
* Strong analytical and problem-solving skills, with the ability to identify and address root causes of incidents and complaints.
* Able to complete calculations required to remediate incidents and complaints, including compensation.
* Able to reduce preventable recurring incidents and complaints through undertaking root cause analysis and providing recommendations to address causes.
* Able to produce high-quality reports and insights on incidents and complaints.
What You Will Get In Return
We offer a competitive remuneration package commensurate with your skills and experience, as well as training and development opportunities to support your career growth.
In addition, you will have the opportunity to work with a large global business, contributing to our mission of delivering great products and services, increasing our assets under administration and market share, and making a positive impact on people, society, and the planet.
About Us
We are an equal opportunity employer, committed to creating a diverse and inclusive workplace. We believe that everyone deserves an opportunity to succeed, regardless of their background or circumstances.