Quality & Capability Specialist

1 month ago

Melbourne, 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 we’ve in-housed our Member Resolutions team and looking to expand by 2 more Quality & Capability Specialists.

The Quality & Capability 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 our Member Resolution teams. In addition, the role is responsible for the development, maintenance and delivery of a standardised onboarding and training programs 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 (internal and external dispute resolutions) and member experience, identifying root causes, analysing patterns, and providing actionable insights and recommendations for resolution.
- Work closely with cross-functional 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 solution-oriented 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 evidence-based decision making - including appropriate and simple metrics that provide solid data for informed decision making.
- Make decisions according to the Fund’s Policies, Standards and Procedures and the Fund’s Key Decision Registers and the delegated authorities.
- Ensure relevant legislative and organisational requirements are met; keep up to date on all key changes to relevant regulations.
- Ensure appropriate and relevant governance structures, policies and processes are followed, and advocate for continuous improvement to these.
- Ensure risk is managed in accordance with the Fund’s Risk Management Framework including risk identification and management, risk profiling, risk reporting and incident management.Implement strong risk controls on processes, policies, and systems to ensure breaches are limited; actively build and promote a team culture of compliance and risk management awareness and appreciation

**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.
- Experience in developing and delivering targeted training sessions to colleagues, along with a commitment to coaching and mentoring to enhance skills and knowledge.
- Experience in quality control, with a proven ability to maintain and improve quality standards.
- Developed stakeholder relationship skills, including ability to initiate, maintain and develop relationships with colleagues from all levels of the Fund.
- Proven track record in operations management with a focus on dispute resolution, preferably in financial services.
- Exceptional analytical and problem-solving abilities.
- Strong communication, negotiation, and conflict resolution skills.
- Critical thinker with strong analytical and problem-solving skills.
- Ability to multi-task, prioritize tasks, and meet deadlines while maintaining quality standards.Cert IV in training and assessment ideal.

**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.
- 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._

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