AustralianSuper3 followers17 jobs

Senior Manager, Member Resolutions - Administration

SeniorFull-timeHybridMelbourne VIC, AustraliaAdministrationCustomer service and supportPeople and culturePosted 2 months ago
View your fit0 of 9 criteria met

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

📋

Managing complaint processes

Overseeing the end-to-end process and quality for a broad range of Internal Dispute Resolution and External Dispute Resolution disputes.
🌐

Building stakeholder relationships

Liaising and maintaining strong relationships with internal and external stakeholders to achieve department outcomes.
🚀

Driving continuous improvement

Identifying continuous improvement opportunities to enhance member service and reduce risk to the fund.

Skills you'll need

⚖️

Dispute resolution

Proven experience in dispute resolution and complex complaint management, ensuring fair and effective outcomes for members.
🤝

Stakeholder management

Excellent internal and external stakeholder management skills to maintain strong relationships and achieve departmental outcomes.
🔍

Operational governance

Strong understanding of operational governance and risk mitigation practices to ensure compliance with regulatory standards.
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Meet the team

About the company

View your fit

0 of 5 criteria met
7+ years of operational leadership experience
Proven experience leading teams in superannuation environments.

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Dispute resolution expertise
Demonstrated experience managing complex complaints effectively.

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Strong communication skills
Ability to draft detailed findings for dispute resolution.

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Critical thinking ability
Proven capability to make logical decisions under pressure.

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Continuous improvement mindset
Experience identifying opportunities for enhanced member service.

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