Operational Escalations Leadership Position

2 weeks ago

Brisbane, Queensland, Australia beBeeLeadership Full time $150,000 - $200,000

The Apex Group is a leading provider of fund administration and middle office solutions with a global presence.

We are seeking an experienced professional to lead our Escalations and Change Management team.

As a key member of our operations team, you will be responsible for managing escalated issues from administration operations ensuring timely and effective resolution.

Your primary objective will be to develop and maintain escalation workflows to manage high-priority or high-impact member and employer issues balancing service standards with operational feasibility.

You will track and report on resolution timelines root causes and preventative actions embedding continuous improvement into operational support.

In addition, you will provide high-quality insights to the COO and executive team on systemic operational challenges and opportunities for improvement.

Key responsibilities include:

  • Leading a team of staff responsible for managing escalated issues from administration operations.
  • Developing and maintaining escalation workflows to manage high-priority or high-impact member and employer issues.
  • Tracking and reporting on resolution timelines root causes and preventative actions.
  • Providing high-quality insights to the COO and executive team on systemic operational challenges and opportunities for improvement.

You will work closely with internal stakeholders including Administration Services Product & Technology and Transformation teams to ensure cross-functional alignment.

The ideal candidate will have formal qualification and/or degree in relevant field along with RG146 qualification or commitment to obtain.

They will also have deep knowledge of superannuation legislation administration processes and compliance obligations.

Additional requirements include:

  • Demonstrated experience leading operational support teams in superannuation or financial services environment.
  • Experience with administration systems workflow tools and advanced data analysis skills.
  • Strong delivery skills across technical and process-related change initiatives.
  • Excellent problem-solving skills with focus on root cause analysis and continuous improvement.

If you are a results-driven professional with excellent leadership and interpersonal skills we encourage you to apply.

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