About the Role
We are recruiting on behalf of one of my superannuation clients who is looking to add an experienced Member Incident Resolution Specialist to their operations team. This is a hands‐on role suited to someone who enjoys getting into the detail, owning complex matters end to end, and genuinely improving outcomes for members when things haven't gone to plan.
Key Responsibilities
* End‐to‐end case management of incidents through to resolution
* Investigating issues, completing root cause analysis and documenting outcomes
* Coordinating and authorising remediation within delegated authority
* Managing member communications via phone and email
* Meeting regulatory, risk and compliance obligations (including 3 Lines of Accountability)
* Identifying trends, gaps and opportunities for process improvement
* Supporting quality assurance, audits and continuous improvement initiatives
* Collaborating across teams to prevent repeat incidents
About You
This role will suit someone who is calm under pressure, detail‐driven and confident navigating complex regulatory and operational environments.
Key Requirements
* 2+ years' experience in superannuation / Insurance (operations, insurance or member services)
* Proven experience managing incidents, complaints or escalations in financial services
* Exposure to group life insurance environments (highly regarded)
* Strong investigation and root cause analysis skills
* Sound knowledge of superannuation legislation and regulatory frameworks
* Excellent written and verbal communication skills
* The ability to explain complex issues clearly and empathetically to members
* Strong stakeholder engagement skills across multiple teams
Why Consider This Role?
* Meaningful work supporting members during complex or difficult situations
* Exposure to incident management, risk and compliance at a senior operational level
* Collaborative, values‐driven environment
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