Resolution Leadership Expert

6 days ago


Melbourne, Victoria, Australia Australian Super Full time

AustralianSuper is a leading superannuation fund, committed to delivering outstanding results and excellent member experiences. We are seeking an experienced Resolution Leadership Expert to join our Member Sentiment team.

Job Overview

This is a senior leadership role, responsible for overseeing the delivery of exceptional member engagement and moderation on social channels. You will lead a team of 5 direct reports and 18 indirect reports, ensuring complaints are resolved fairly, effectively, and promptly. Your expertise will drive innovation and improvement in complaint management, leveraging industry knowledge and experience.

About the Role

The successful candidate will have at least 7 years' experience in leading operational teams, with a proven track record in dispute resolution and complex complaint management. A background in superannuation and contact centre leadership is highly desirable. Excellent written and verbal communication skills are essential, as well as the ability to communicate effectively with colleagues and service providers.

Key Responsibilities
  • Lead the development of best-in-class community management and moderation standards, driving excellence in social channel interactions.
  • Manage the triaging, assessment, and early engagement of IDR complaints, ensuring timely and effective resolution.
  • Liaise with internal and external stakeholders to maintain strong relationships and achieve strategic objectives.
  • Contribute to the development of business strategy, leveraging your expertise in operations management, cost control, and risk mitigation.
What We Offer

AustralianSuper offers a competitive salary package, estimated at $180,000 - $220,000 per annum, based on experience and qualifications. We also provide opportunities for career growth and professional development, as well as a comprehensive benefits package, including generous leave entitlements and flexible working arrangements.

How to Apply

To be considered for this exciting opportunity, please submit your application, including your resume and a cover letter outlining your relevant experience and qualifications. Australian or New Zealand citizenship or permanent residency status is required.



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