Senior Incidents & Complaints Analyst ( Superannuation Administration )Location : Wollongong , MelbourneDescriptionWe are looking for someone with RG 146 and a deep understanding of the superannuation administration processes, and related obligations.
This role is responsible for managing superannuation administration incidents and complaints.Job specificationWorking with internal and external stakeholders to record, report, contain, remediate, and review incidents and complaints across a variety of clients, in line with applicable laws, contractual obligations, and service level agreementsConduct incident and complaint impact assessments, root cause analysis, and document proposed incident remediation plans for internal and external approvalWork with internal teams to implement required remediation activitiesConduct and document Post Incident Reviews, and implement prevention steps to reduce the likelihood of recurrenceWork with internal and external stakeholders to identify, develop and implement processes and control uplift opportunitiesDocument complaint key learningsEnsure internal and external incidents and complaints reporting are maintainedAttend Client Incident and Breach meetings as requiredIdentify and report systemic incidents and complaintsSkills Required:RG 146 and a deep understanding of the superannuation administration processes,



and related obligationsExperience in managing obligations relating to incident management and internal dispute resolutionThe ability to effectively communicate with and manage internal and external stakeholders to achieve required outcomesStrong written and verbal communicationAbility to complete calculations required to remediate incidents and complaints including compensationAbility to reduce to reduce preventable recurring incidents and complaints through undertaking root cause analysis and providing recommendations to effectively address causesAbility to produce internal and incidents and complaints reporting and insightsA curious, open, and growth mindset, with the ability to apply creative and pragmatic approaches to solving problemsWhat 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 opportunitiesWe are an equal chance 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, responsibilities for dependants, physical or mental disability.
Any hiring decision are made on the basis of skills, qualifications and experiences.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.For more information on our commitment to Corporate Social Responsibility (CSR) please corporate-social-responsibility/
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📌 Senior Incidents And Complaints Analyst (Wollongong)
🏢 Theapexgroup
📍 Wollongong