Contact Centre Incident Analyst

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**

Reporting to the Senior Transformation Manager, the Contact Centre Incidents Analyst is a key member of the Contact Centre Channels Team responsible for maintaining and strengthening the governance and accountability practices, and the delivery of risk management ecosystem to ensure the Contact Centre Channels team has sound risk management practices that are simple, effective and fit for purpose.

You will manage the management and uplift of the risk, obligation and control ecosystem, the end to end coordination of incidents and action plans for the Contact Centre Channels team and support the business with the development and implementation of assigned Internal & External audit findings and actions, working closely with the Call Centre Quality Assurance and Internal Risk team you will ensure that all incidents are managed accordingly to the Risk Framework and the Contact Centre partner agreement.

Other duties and responsibilities include but not limited to
- Execute responsibilities with an understanding of the Funds strategic objectives and priorities and the Enterprise Risk Management Framework.
- Manage and drive assigned legislative change or risk uplift initiatives that are Member Sentiment centric.
- Work across the Contact Centre channel steam to develop, review, standardise and enhance process documentation including Policies, Guides, Standards and Forum Charters from a best practice and impact to Contact Centre Channels perspective.
- Monitor Key Risk Indicators against dispute activities, ensuring that potential and actual threshold breaches are dealt with in a timely manner and remediated accordingly.
- Work closely with Internal audit team to oversee and drive the actions from Internal & External audit findings.
- Manage incidents assigned to Contact Centre channels team and collaborate with Line 1 Risk and Third party providers to close.
- Drive investigation into potential breaches and prepare documentation to support the findings.
- Work with the various teams to analyse complaints to identify, report and manage recurring and systemic issues.
- Engage regularly with Contact Centre Quality Assurance and third party contact centre teams.
- Support Line 1 Risk team in the delivery of the control testing plan for the Member Sentiment team.
- Ongoing management of the activities in the GRC system.
- Support with the external requests from ASIC, AFCA and APRA or any internal remediation activities assigned to
- Conduct training sessions to educate and provide guidance to team members on governance-related matters, legislative changes requirements and best practices.

**What You’ll Need**
- 5+ years’ experience in Operational Risk, Enterprise Risk, Internal or External Audit, preferably in the Superannuation industry.
- Strong knowledge of risk and compliance frameworks.
- Experience in working with customer service centres and or contact centres
- Strong knowledge of incident management and control testing frameworks.
- Experience in operating procedure development.
- Sound knowledge and experience in Call Centre Quality Assurance frameworks
- Knowledge of the regulatory environment within which Industry Funds operate.
- Strong attention to detail and ability to drive the deliverables and outcomes.
- Critical thinker with strong analytical and problem-solving skills.
- High level of personal integrity as well as the ability to professionally handle confidential matters.
- Developed stakeholder relationship skills, including ability to initiate, maintain and develop relationships with colleagues from all levels of the Fund
- RG 146 competency with ongoing CPD

**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.

**Progress powered by purpose.**
- Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you._