About the Role
An exciting opportunity exists for an experienced Senior Complaints Manager & Product Specialist to play a key role in the governance, operational integrity and ongoing evolution of the Company’s Master Trust.
This is a highly visible position with end-to-end accountability for the Master Trust’s enquiries and complaints framework, alongside exposure to incident management, product and platform operations. You will work closely with senior leaders and key stakeholders across Operations, Risk, Compliance, Legal, Trustee and external administration partners, contributing directly to trustee outcomes and member experience.
This role is ideal for an experienced superannuation complaints or incident professional seeking to broaden their scope into product, platform and strategic operations, while remaining technically engaged in a complex and highly regulated environment.
Key Responsibilities
Complaints & Enquiries Management
Lead and oversee the enquiries and complaints framework for the Master TrustCoordinate a cross-functional complaints model involving the (administrator) and internal Risk, Compliance, Legal and Trustee teamsDrive the development of a complaints centre of excellence, uplifting capability, consistency, transparency and process maturityDeliver high-quality complaints reporting and insights to Trustee Committees and senior governance forumsRecommend and manage remediation and compensation outcomes, including oversight of compensation registers
Incident & Breach Management
Identify, investigate and report incidents, breaches and other reportable events impacting the Master TrustPartner with the administrator and the Company’s operational teams to conduct root cause analysis and assess member, financial and regulatory impactsSupport regulatory engagement and reporting in collaboration with the Compliance teamProduct & Platform SupportOversee the delivery of quarterly pension statements and annual accumulation member statementsSupport the Director, Business Strategy & Operations with broader platform management responsibilitiesContribute to continuous improvement initiatives across product, platform and operational processes
Skills & Experience Required
5+ years’ experience in complaints management and/or product or platform roles within superannuationStrong technical knowledge of superannuation, platforms and/or master trustsUnderstanding of superannuation administration processesProven stakeholder management experience across trustees, administrators and internal control functionsDemonstrated ability to design, uplift and embed processesStrong project management, organisational and prioritisation skillsExcellent written and verbal communication skills, with confidence presenting to senior stakeholdersHigh attention to detail and strong documentation capabilityTertiary qualifications in business, finance, economics or a related discipline
Why Join the Company?
High-profile role with direct exposure to Trustees, senior leadership and governance forumsOpportunity to broaden beyond complaints into product, platform and strategic operationsWork within a collaborative, professional and values-driven environmentExposure to a large, institutional Master Trust with meaningful scale and complexitySupport for ongoing professional development and career progressionFlexible working arrangements to support work-life balanceCompetitive remuneration and benefits packageWe are interviewing immediately.To be considered, please APPLY, or contact Rosie Keegan rosie@keeganadams.com.au for a confidential discussion.