Member Outcomes Specialist

2 weeks ago

Melbourne, Victoria, Australia AustralianSuper Full time
At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined.

That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible.

We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.


Your new role


It's an exciting time here are at AustralianSuper as we are bringing our Member Resolutions team in-house and building a new team.


The Member Outcomes Specialist is a key member of the Member Sentiment Team responsible for maintaining and strengthening quality and experience of complainants through the delivery of a comprehensive quality program that supports both the Member Resolution and External Dispute Resolution teams.

In addition, the role is responsible for the development, maintenance and delivery of a standardised onboarding and training program to ensure all colleagues are set up with the knowledge and skills necessary to enable them to provide excellent standards of service to Fund members.


Key duties include but are not limited to:

  • Conduct comprehensive investigations into the quality of Member Resolution outcomes and member experience, identifying root causes, analysing patterns, and providing actionable insights and recommendations for resolution.
  • Work closely with crossfunctional teams to proactively identify potential conflict areas and implement preventive measures to enhance colleague capability or complainant experience.
  • Design and execute training programs to enhance resolution skills among team members, fostering a proactive and solutionoriented approach.
  • Provide guidance and support to operational teams involved in dispute resolution processes, ensuring adherence to company policies, industry regulations with a focus on moving towards best practice. Drive evidencebased decision making including appropriate and simple metrics that provide solid data for informed decision making.

What you'll need

  • 5+ years' experience in dispute resolution ideally in financial services, Superannuation a preference.
  • RG 146 competency with ongoing CPD, or willingness to obtain.
  • Proven track record in operations management with a focus on dispute resolution, preferably in financial services.
  • Exceptional analytical and problemsolving abilities.
  • Strong communication, negotiation, and conflict resolution skills.
  • Critical thinker with strong analytical and problemsolving skills.
  • Ability to multitask, prioritize tasks, and meet deadlines while maintaining quality standards.
  • Experience in developing and delivering targeted training sessions to colleagues. Developed stakeholder relationship skills, including ability to initiate, maintain and develop relationships with colleagues from all levels of the Fund.

Life at AustralianSuper


AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching, and training, as well as career opportunities across our expanding global organisation.

We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.


We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms.

If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What's next
Australian or New Zealand citizenship or Australian permanent residency status is required.

**Progress powered by purpose.

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