Head of Board Secretariat and Complaints (Part-Time)

At ESSSuper, we proudly support more than 135,000 members and manage over $40 billion in assets on behalf of Victorian emergency services workers, teachers and public servants. Our members dedicate their careers to serving the community, and we are committed to delivering the best possible superannuation and retirement outcomes for them.

About the Role

This is an exciting part-time leadership opportunity (3 days per week) for an experienced governance qualified seeking a strategic and impactful role within a purpose-driven organisation.

Reporting to the Group Executive, Legal, Governance, Risk & Compliance, this highly influential leadership role will oversee the Fund's Board Secretariat function and member complaints and dispute resolution framework, ensuring best-practice governance, regulatory compliance and outstanding member outcomes.

You will be responsible for the delivery of high-quality Board and Committee governance services, while also leading the Fund's complaints and internal dispute resolution function, ensuring fair, timely and compliant member outcomes.

This role offers the opportunity to contribute at a senior level while enjoying the flexibility of a 3 days per week arrangement.

Key Responsibilities

Board Secretariat & Governance

- Support the Group Executive and Board Secretary in managing the end-to-end Board and Committee cycle.
- Lead the preparation and coordination of Board and Committee meetings, including governance documentation, agendas, papers and administration.
- Establish and maintain high standards for Board papers,



working closely with senior leaders to enhance the quality and effectiveness of governance reporting.
- Ensure accurate and comprehensive Board and Committee minutes, action tracking, resolutions and governance records.
- Coordinate governance calendars, workplans and key organisational milestones in partnership with the Board Chair, CEO and Board Secretary.
- Drive continuous improvement across governance processes, reporting, templates and supporting technology.
- Provide trusted governance advice and support to Board members, executives and senior stakeholders.

Complaints & Dispute Resolution

- Lead the Fund's end-to-end member complaints and internal dispute resolution function.
- Ensure complaints are managed fairly, consistently and in accordance with legislative and regulatory requirements.
- Oversee complaints registers, reporting, root cause analysis and remediation activities.
- Identify systemic issues and deliver actionable insights to improve member experience and operational effectiveness.
- Lead complaints reporting for Executive, Board, Committees and regulators.
- Maintain and improve complaints policies, procedures, training and communications.
- Coach and support the Internal Disputes Resolution Officer and relevant frontline teams.
- Contribute to risk management,



compliance activities and regulatory engagement relating to complaints and dispute governance.

About You

To be successful in this role, you will bring:

- Tertiary qualifications in Law, Governance or a related discipline.
- Significant experience (minimum 7 years) in Board Secretariat, governance, complaints management and/or dispute resolution roles.
- Experience within superannuation, financial services, funds management or other regulated environments.
- Demonstrated expertise in developing and improving governance frameworks, processes and systems.
- Proven experience producing and reviewing high-quality Board papers, minutes, resolutions and governance records.
- Strong understanding of complaints handling, dispute resolution frameworks and regulatory obligations.
- Experience using Board portal technologies, ideally Diligent Boards, along with Microsoft Office and Adobe Acrobat.
- Exceptional organisation, planning and stakeholder management skills.
- Outstanding written communication abilities and attention to detail.
- The ability to influence, build trusted relationships and operate with discretion, sound judgement and integrity.
- A continuous improvement mindset and the ability to lead change across governance and operational practices.

Why ESSSuper?

At ESSSuper, you'll join a purpose-driven organisation dedicated to improving retirement outcomes for the people who serve Victoria every day. You'll have the opportunity to work closely with senior leaders and Board members while contributing to meaningful improvements that benefit our members and strengthen organisational governance.

Closing Date: Friday 7 August 2026.

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📌 Head of Board Secretariat and Complaints (Part-Time) (Melbourne)
🏢 ESSSuper
📍 Melbourne