Senior Manager Risk – Quality and ComplaintsChandler Macleod Group – Newcastle West NSWAn exciting leadership opportunity has become available for an experienced Senior Manager, Risk, Quality and Complaints to join a dynamic team in the superannuation industry. This is a strategic and high-impact role where you will oversee risk management processes, quality assurance, and complaints management, ensuring the stability and integrity of the company's administration services.You will lead a dedicated Operational Excellence team focused on continuous improvement, collaborate with internal and external stakeholders, and ensure compliance with regulatory and client requirements. This position offers a stable career path in a rapidly growing and essential industry, with plenty of room for both personal and professional growth.Key Responsibilities:Lead and guide the Operational Excellence team, fostering a culture of accountability and improvement.Develop, implement, and maintain risk management processes aligned with company frameworks and client contracts.Identify, assess, and mitigate operational risks to ensure the stability of services.Oversee quality assurance processes to meet regulatory standards and company policies.Manage the complaints process, ensuring timely resolution of client issues.Support internal and client projects with risk and control assessments.Collaborate with stakeholders to ensure alignment and compliance with contractual and regulatory obligations.Prepare and present regular reports on risk, quality, and complaints to senior management and clients.What We're Looking For:Proven leadership experience in managing teams and motivating staff.In-depth knowledge of operational risk management principles and best practices.Experience with quality assurance processes and complaints management in a regulated environment.Strong verbal and written communication skills, with the ability to interact effectively with clients, stakeholders, and senior management.Analytical and problem-solving abilities, with a data-driven approach to decision-making.High attention to detail and the ability to adapt to changing environments.A strong understanding of the superannuation industry and relevant systems is desirable, but not mandatory.This role provides an excellent opportunity to make a direct impact on the company's operational excellence while being part of a collaborative team. With ample growth opportunities and a stable industry, this role is perfect for a strategic leader looking to shape the future of superannuation administration.At Chandler Macleod, we are committed to fostering a diverse workforce where everyone is welcome. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, people living with a disability and the LGBTIQA+ community.
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