Manager, Early Resolutions

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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.

We're growing and looking for a Manager, Early Resolutions to join our Service Delivery team, supporting a team of Early Resolution Officers.

You will lead and coach the team to manage non-complex related complaints ensuring a fair, effective and timely resolution in accordance with Fund and regulatory requirements whilst driving positive change through consultation, education, and communication.

This is a hands-on role and requires the ability to work autonomously and thrive in a collaborative environment where ideas and suggestions are explored with enthusiasm. We seek someone who has the willingness to continuously improve both themselves and the teams around them, while contributing both functional expertise and broader leadership and business management ideas, skills, and experience as part of cross-Fund initiatives.

Duties and responsibilities include but are not limited to:

• Monitor operational activities ensuring all activities are delivered in adherence with legislative and Fund requirements including RG 271 and the IDR Policy.
• Work with the Service Delivery Leadership team to analyse complaints to identify and report recurring and systemic issues.
• Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency and or reduction of risk to the fund.
• Maintain strong working relationships with internal colleagues and external third parties.
• Demonstrate and deliver active operations management balancing the cost, quality, and service to provide an improved level of service and experience for Members.
• Drive a strong service and excellence-oriented culture with accompanying KPIs
• Ensure that 1;1 feedback, half yearly performance reviews and effective career development plans are in place for the team.
• Ensure the team has adequate resources and culture to meet the near term and strategic goals and operational plans of AustralianSuper - right people, right place, right skills, at the right time.
• Drive evidence-based decision making - including appropriate and simple metrics that provide solid data for informed decision making such as business strategy alignment.
• Assist in the management of complaints referred from social channels or surveys

What you'll need

• Extensive experience in dispute resolution management within a leadership position
• Solid experience within the superannuation industry
• Excellent written and verbal communication skills.
• Excellent technical and decision-making skills
• Good stakeholder management skills, with the ability to engage effectively at all levels.
• Excellent organisational skills with the ability to prioritise and manage the range of tasks required of this position.
• Excellent interpersonal skills which foster cooperation and teamwork in a close team environment

The successful candidate will manage high volume, multiple competing priorities to achieve excellent outcomes. They will have excellent problem-solving skills and demonstrated decision making capability to assign workflow allocations efficiently and accurately. They are committed to improved member experience, service, or engagement.

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 cultivate a workplace that champions safety, respect, inclusiveness and diversity. 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

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.

Australian or New Zealand citizenship or Australian permanent residency status is required.

Progress powered by purpose.

Agencies please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionCustomer Service and Other

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