Process Optimization Specialist

1 week ago

Melbourne, Victoria, Australia beBeeProcessOptimization Full time $90,000 - $120,000
Job Description

We are seeking a highly skilled Process Optimization Specialist to join our dynamic operations team. This pivotal role involves managing complex processes to enhance the customer experience while ensuring compliance with regulatory standards.

The ideal candidate will have a proven track record of delivering exceptional results in process optimization, with a strong understanding of industry regulations and best practices.

This is an excellent opportunity for a motivated and detail-oriented individual to make a meaningful contribution to our organization's success.

Key Responsibilities
  1. Claims Management:
  • Deliver exceptional customer service by ensuring claims are processed within agreed timelines, adhering to legislative requirements, and maintaining a customer-first approach.
  • Minimize delays through efficient document management and coordination with clients, advisers, and stakeholders.
  • Facilitate the assessment and administration of claims (e.g., Death, Disability, and Temporary Incapacity) in collaboration with external teams.
Complaint Management:
  • Conduct thorough investigations of customer complaints, collaborating with relevant business units and providing an independent view.
  • Communicate resolutions effectively with customers, ensuring promoter/trustee engagement and timely compensation reviews.
  • Maintain accurate complaint records and track trends to identify process, system, or knowledge gaps for improvement.
ATO Reporting & Complex Reconciliation Management:
  • Coordinate and submit mandatory reporting to the Australian Taxation Office (ATO).
  • Provide regular and ad hoc reporting to superannuation clients on administration performance.
  • Participate in regulatory reporting projects and resolve issues identified during the reporting process.
Requirements
  • Skills & Experience:
    • In-depth understanding of relevant legislation and industry practices.
    • Proven experience handling death and disability claim types in a group life superannuation setting.
    • Strong communication skills (both verbal and written) and the ability to manage difficult conversations.
    • Excellent problem-solving abilities and attention to detail.
    • A collaborative mindset with a proven ability to build strong relationships with teams and stakeholders.
  • Qualifications:
    • RG146 / ASFA qualifications (desirable).
    • Tertiary qualifications or relevant experience in business, insurance, legal, financial planning, or related fields (desirable).
What We Offer
  • A competitive salary and excellent benefits, including full comprehensive health insurance, Life insurance, additional annual leave days after your first 12 months, sick days, and more.
  • A hybrid 3+2 model combining working from the office and from home.
  • Global career opportunities at any of our offices worldwide.
About Us

We are committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. Our goal is to provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations, all in a regulated financial institution.

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