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Director of Escalation Management
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We are seeking an accomplished professional to lead our team in managing escalated issues from administration operations.
This is a unique opportunity to be part of an expanding global business, offering competitive remuneration commensurate with skills and experience.
Key Responsibilities- Lead a team responsible for managing escalated issues from administration operations, ensuring timely and effective resolution.
- Develop and maintain workflows to manage high-priority or high-impact member and employer issues, balancing service standards with operational feasibility.
- Track and report on resolution timelines, root causes, and preventative actions, embedding continuous improvement into operational support.
- Provide high-quality insights to senior leadership on systemic operational challenges and opportunities for improvement.
- A formal qualification and/or degree in a relevant field (Business, Superannuation, Financial Services, Technology).
- RG146 qualification or commitment to obtain.
- In-depth knowledge of superannuation legislation, administration processes, and compliance obligations.
