Manager, Member Resolutions Officer

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Join to apply for the Manager, Member Resolutions role at AustralianSuper

This position is a 12-month contract and will provide support to a team working on a contract basis.

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

The Manager, Member Resolution - Administration plays a key leadership role within the Service Delivery Team, overseeing a team of Member Resolution Officers. This role ensures the fair, timely, and effective resolution of administration-related complaints in line with Fund and regulatory requirements, while fostering continuous improvement through consultation, education, and communication.

Key Responsibilities

• Lead and manage the Member Resolution team to meet internal and external performance metrics.
• Ensure complaint handling aligns with Fund policies and regulatory standards.
• Collaborate with stakeholders, including Executives, to support member service excellence.
• Drive innovation and process improvement across the function.

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.

Other duties and responsibilities include but are not limited to

• 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.
• Assist in the management of complaints addressed to the CEO and Group Executives.
• Monitor operational activities ensuring all activities are delivered in adherence with legislative and Fund requirements including RG 271 and the IDR Policy.
• Manage the reporting and resolution of complaint related breaches and incidents.
• Work with the Senior Manager's 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.

What You'll Need

• Extensive experience in dispute resolution and complex complaint management within a leadership position
• Solid experience within the superannuation industry
• Excellent technical and decision-making skills
• Strong stakeholder management skills, with the ability to engage effectively at all levels.
• Proven 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
• An ability to work independently and autonomously to achieve excellent outcomes.

The successful candidate will have the ability to drive innovation and improvement; while managing multiple competing priorities to achieve excellent outcomes, they will respectfully challenge views and the status quo where required. They are a leader and influencer with exceptional problem-solving skills, the ability to draw conclusions and recommend and design appropriate outcomes that will help facilitate 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.

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https://www.australiansuper.com/careers/candidate-privacy-notice

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 typeContract

Job function

• Job functionCustomer Service, Management, and Other

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