We're seeking a Senior Incidents & Complaints Analyst to join our top tier client's Superannuation team, to take a lead role in managing incidents and complaints within superannuation administration.
In this senior position, you'll play a crucial part in upholding compliance, enhancing client satisfaction, and driving process improvements to support best practices.
As a Senior Analyst, you'll work closely with internal teams and stakeholders to thoroughly record, assess, remediate, and report incidents and complaints.
Your leadership will be essential in conducting root cause analysis, implementing remediation actions, and identifying opportunities for proactive prevention.
Key ResponsibilitiesOversee Incidents & Complaints: Manage the entire lifecycle of superannuation incidents and complaints, ensuring that all cases are handled in line with legal and contractual standards.Conduct Impact Assessments & Root Cause Analysis: Lead impact assessments, root cause analysis, and develop detailed remediation plans for both internal and external review.Stakeholder Engagement: Provide regular updates and technical advice to internal and external stakeholders, ensuring transparent communication and accurate records.Drive Preventative Measures: Document key learnings and lead preventative initiatives to reduce the recurrence of incidents and complaints, enhancing service quality.Maintain Reporting Standards: Keep accurate records in systems and create insightful incident and complaint reports for senior leadership.What You'll BringA comprehensive understanding of superannuation administration and regulatory obligations, and ideally RG 146 Certification.Proven Experience in Incident Management & Dispute Resolution: Background in managing complex superannuation-related incidents and complaints with a focus on compliance.Advanced Communication Skills: Excellent written and verbal skills, with a capacity to effectively engage diverse stakeholders.Analytical Proficiency: Skilled in performing complex calculations for compensation and conducting root cause analysis with actionable recommendations.Leadership & Problem-Solving Mindset: A proactive, growth-oriented approach, with the ability to mentor others and continuously improve processes.Why Join?This senior role offers the opportunity to make a real impact on superannuation services within a collaborative and innovative environment.
You'll work alongside a highly respected mentor, enjoy extra annual leave days, benefit from a competitive parental leave program, and access additional perks designed to support your work-life balance.
Apply Now If you bring expertise in superannuation administration and a commitment to resolving incidents and complaints effectively, apply today and take the next step in your career!
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