Incident Management Lead for Superannuation Excellence
3 weeks ago
Keegan Adams Recruitment is seeking a highly skilled Senior Incidents & Complaints Analyst to join our client's top-tier Superannuation team.
About the RoleThis senior position plays a critical part in upholding compliance, enhancing client satisfaction, and driving process improvements to support best practices within superannuation administration.
The successful candidate will work closely with internal teams and stakeholders to thoroughly record, assess, remediate, and report incidents and complaints. Leadership skills will be essential in conducting root cause analysis, implementing remediation actions, and identifying opportunities for proactive prevention.
Key Responsibilities:- Oversee Incidents & Complaints: Manage the entire lifecycle of superannuation incidents and complaints, ensuring that all cases are handled in line with legal and contractual standards.
- Conduct Impact Assessments & Root Cause Analysis: Lead impact assessments, root cause analysis, and develop detailed remediation plans for both internal and external review.
- Stakeholder Engagement: Provide regular updates and technical advice to internal and external stakeholders, ensuring transparent communication and accurate records.
- Drive Preventative Measures: Document key learnings and lead preventative initiatives to reduce the recurrence of incidents and complaints, enhancing service quality.
- Maintain Reporting Standards: Keep accurate records in systems and create insightful incident and complaint reports for senior leadership.
- A comprehensive understanding of superannuation administration and regulatory obligations, and ideally RG 146 Certification.
- Proven Experience in Incident Management & Dispute Resolution: Background in managing complex superannuation-related incidents and complaints with a focus on compliance.
- Advanced Communication Skills: Excellent written and verbal skills, with a capacity to effectively engage diverse stakeholders.
- Analytical Proficiency: Skilled in performing complex calculations for compensation and conducting root cause analysis with actionable recommendations.
- Leadership & Problem-Solving Mindset: A proactive, growth-oriented approach, with the ability to mentor others and continuously improve processes.
$100,000 - $130,000 per annum, depending on experience and qualifications.
Why This Opportunity?This role offers the chance to make a significant impact on superannuation services within a collaborative and innovative environment.
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