Client Operations Specialist

7 days ago

Brisbane, Queensland, Australia Iress Full time
About the Role

We are seeking a highly skilled Client Operations Specialist to join our team at Iress. As a key member of our operations team, you will play a critical role in ensuring the smooth delivery of our superannuation administration services.

Key Responsibilities
  • Monitor and analyze automated processes to ensure compliance with quality control procedures and protocols.
  • Investigate and resolve exceptions to deliver business outcomes within quality, SLA, and legislative objectives.
  • Analyze financial transactions and validate account updates.
  • Provide assessment of service performance and assist in the compilation of regular reports on the status and adherence to relevant service level agreements.
  • Investigate and provide assessment of any incident, breach, or complaint to ensure relevant information is updated in accordance with Iress' policy and procedures.
  • Assist with identification and design of improvements to the automated superannuation administration service across both the technical platform and operating model.
  • Assist and support implementing technical enhancements as well as improvements to the operating model and business processes.
  • Assist the Iress technology teams in defining and developing new and improved processes for implementation in the administration platform.
  • Assist the Iress technology teams to define and develop solutions to address regulatory requirements.
  • Establish and execute quality assurance processes and analyze results to confirm adherence to business and legislative requirements.
  • Support Senior Operations Analyst in managing the relationships and services with clients.
  • Actively manage a professional relationship with clients at all levels, including their call centers.
Requirements
  • Previous experience as an Operations Analyst (or similar role) within the Superannuation industry or Financial Planning industry.
  • Formal superannuation qualifications (or the undertaking to complete RG-146 within 12 months of appointment).
  • Practical experience with superannuation technology systems. Experience with Acurity and Open Text products will be highly regarded.
  • A general understanding of the software development life cycle (SDLC).
  • Demonstrate genuine customer services skills.
  • Knowledge of the majority of processes associated with superannuation administration.
  • Demonstrate a willingness and potential to learn and a proven ability to accurately follow procedures.
  • Demonstrate a willingness to identify areas of improvement and bring this to the attention of management.
What We Offer
  • 8 additional paid days per year to extend your weekends
  • Hybrid working
  • Generous cash bonus for every successful referral
  • Starting school leave - 8.5 days of leave to assist your children with the transition to school
  • Up to 26 weeks' paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work
  • 3 days' paid leave per year to participate in charity initiatives
  • Discounted health insurance premiums
  • Access to learning and development programs through Udemy

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