Quality & Assurance Lead

4 weeks 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**

The Quality & Assurance Lead works closely with internal and external stakeholders and providers to ensure high quality and operational effectiveness of the dispute resolution process to maximise the member experience.

This position plays a pivotal role within the domain and will contribute massively to our service uplift. You will be responsible for executing oversight and monitoring activities that inform the ongoing improvement of the quality of dispute interactions delivered to members via the Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) channels.

Duties include but are not limited to:

- Assess and evaluate third party dispute resolution frameworks and practices against key legislative and regulatory obligations.
- Use data analysis to identify gaps, issues, and key emerging trends and/or risks and develop recommendations to address them.
- Analyse complaints to identify and report recurring and systemic issues.
- Identify learning opportunities for Dispute Resolution teams and key stakeholders and contribute to education and training.
- Work with external 3rd parties to monitor the complaints management function and reporting.
- Maintain strong working relationships with internal staff and external third parties, this includes virtual and face to face site visits.Produce and (co-)present written Dispute Resolution assessment reports for internal and third-party providers and include recommendations where appropriate.

**What You’ll Need**
- 3+ years of experience within superannuation with regulation and legislation knowledge and/or understanding.
- RG146 compliant or willingness to obtain accreditation.
- Experience in dispute resolution and complex complaint management
- Data analyst experience beneficial.
- Strong stakeholder management skills, with the ability to engage effectively at all levels.
- Excellent written and verbal communication skills.
- Strong knowledge of risk and compliance frameworks.Excellent organising and planning skills with the ability to co-ordinate and manage multi-discipline activities.

**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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