Manager, Member Resolutions, Insurance

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

**Your New Role**

The Manager Member Resolution - Insurance, is a key role in the Member Sentiment Team responsible for leading a team of Member Resolution Officers managing Insurance related complaints through AustralianSuper’s Internal Dispute Resolution process and the External Dispute Resolution scheme (AFCA) to ensure the fair, effective and timely resolution in accordance with Fund and regulatory requirements whilst driving positive change through consultation, education, and communication.

This is a hands-on role and requires the ability to work autonomously and thrive in a collaborative environment where ideas and suggestions are explored with enthusiasm. We seek someone who has the willingness to continuously improve both themselves and the teams around them, while contributing both functional expertise and broader leadership and business management ideas, skills, and experience as part of cross-Fund initiatives.

Strong operational governance and efficiency practices are required to ensure a well-managed Dispute Resolution function. This is a member service role which requires excellent customer service skills and the ability to liaise with complainants and senior internal & external stakeholders, inclusive of Executives.

You will be responsible for the active operational management, monitoring and oversight of a team of Member Resolution Officers to achieve internal and external performance metrics and for the fair, effective and timely management of a team within the Member Resolution function in adherence with regulatory and Fund requirements.

Other duties and responsibilities include but are not limited to
- Demonstrate and deliver active operations management balancing the cost, quality, and service to provide an improved level of service and experience for Members.
- Monitor operational activities to ensure timely and effective management of work in progress.
- Drive a strong service and excellence-oriented culture with accompanying KPIs
- Ensure that 1;1 feedback, half yearly performance reviews and effective career development plans are in place for the team.
- Contribute to the recruitment, onboarding, and training of new colleagues.
- Assist in the management complaints addressed to key stakeholder and Group Executives.
- Monitor operational activities ensuring all activities are delivered in adherence with legislative and Fund requirements including RG 271 and AustralianSuper’s internal Policies and Procedures.
- Support in the resolution of complaint and insurance related breaches and incidents.
- Work with the Senior Manager Member Resolution, Manager Member Outcomes and the Quality Assurance Manager to analyse complaints to identify and report recurring and systemic issues.
- Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency and or reduction of risk to the fund.
- Maintain strong working relationships with internal colleagues and external third parties.
- Be a Subject Matter Expert on working groups and projects as required.

**What You’ll Need**
- At least 5 years’ experience in Insurance, superannuation and leadership
- 3 years+ experience in an operational or in a related role
- Proven experience in dispute resolution and complex complaint management
- RG146 accreditation or willingness to obtain
- Excellent written and verbal communication skills.
- Excellent technical and decision-making skills
- Strong stakeholder management skills, with the ability to engage effectively at all levels.
- Excellent organisational skills with the ability to prioritise and manage the range of tasks required of this position.
- Excellent interpersonal skills which foster cooperation and teamwork in a close team environment
- An ability to work independently and autonomously to achieve excellent outcomes.

**Life at AustralianSuper**

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

**What’s Next**

Australian or New Zealand citizenship or Australian permanent residency status is required.

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