AustralianSuper
Senior Manager, Member Resolutions - Administration
SeniorFull-timeHybridMelbourne VIC, AustraliaAdministrationCustomer service and supportPeople and culturePosted 2 months ago
About the job
The Senior Manager Member Resolutions - Administration is a vital position within the Member Resolutions Team, reporting to the Head of Member Resolutions. This job focuses on leading a team to ensure timely and fair resolutions of administration-related complaints while fostering a member-first culture. Collaboration and continuous improvement are key, as the team works together to enhance member experiences and uphold regulatory standards.
You'll be responsible for
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Managing complaint processes
Overseeing the end-to-end process and quality for a broad range of Internal Dispute Resolution and External Dispute Resolution disputes.đ
Building stakeholder relationships
Liaising and maintaining strong relationships with internal and external stakeholders to achieve department outcomes.đ
Driving continuous improvement
Identifying continuous improvement opportunities to enhance member service and reduce risk to the fund.What we're looking for
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7+ years of operational leadership experience
Proven experience leading teams in superannuation environments.View fit
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Dispute resolution expertise
Demonstrated experience managing complex complaints effectively.View fit
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Strong communication skills
Ability to draft detailed findings for dispute resolution.View fit
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