Incidents and Complaints Manager
Locations: Brisbane, Sydney
Time Type: Full time
Posted on: 30+ Days Ago
Job Requisition ID: JR-0007433
The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.
Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.
Incidents and Complaints Manager The Incidents & Complaints Manager is responsible for overseeing and managing the resolution of incidents and complaints, delivering high quality superannuation administration services and projects to improve the services to clients.
Job Specification: Oversee, manage and assist with all aspects of the incidents and complaints process, through the effective management of resources, workflows and forward planning, whilst monitoring quality and service standards in accordance with resolution timeframes and service level agreements.Act as the point of contact for escalated incidents and complaints, liaising with stakeholders, including regulatory bodies and external auditors.Oversee and assist with the incident management process, including the identification, logging, investigation, compensation calculations and resolution of incidents.Manage the complaints handling process from receipt to resolution, ensuring compliance with internal policies and external regulations.Ensure compliance with relevant legislation and regulatory requirements, including those specific to the superannuation industry.Submit regular reports on incidents and complaints, including analysis and recommendations for improvements, including identifying and reporting any systemic incidents and complaints.Skills Required: RG146 Superannuation qualifications.5 years in Superannuation fund administration.Superannuation and pension administration experience.Excellent interpersonal skills.Well-developed PC skills e.g. Word, Excel, Outlook with speed and accuracy.What You Will Get in Return: A genuinely unique opportunity to be part of an expanding large global business.Competitive remuneration commensurate with skills and experience.Training and development opportunities.Additional Information: We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic status, responsibilities for dependants, or physical or mental disability. Any hiring decisions are made on the basis of skills, qualifications, and experience.
We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society, and the planet.
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