Manager Dispute Resolution Admin

2 days ago

Melbourne, Australia AustralianSuper Full time

**Your New Role**

The Member Group’s purpose is to achieve the Fund’s member growth and member experience outcomes through a competitive, sustainable, and differentiated proposition.

Reporting to the Senior Manager Dispute Resolution, the **Manager Dispute Resolution - Administration **is a key role in the Dispute Resolution, Member Sentiment Team, responsible for leading a team of Dispute Resolution Officers to ensure the fair, effective and timely resolution of administration (i.e., non-insurance) complaints in accordance with Fund and regulatory requirements whilst driving positive change through consultation, education, and communication.

**Some key responsibilities include but are not limited to;**
- Manage complex and sensitive External Dispute Resolution (EDR) complaints. Lodge submissions and represent the Fund in conciliation hearings with complainants and the Australian Financial Complaints Authority (AFCA)
- Escalate and assist in the management of media complaints and administration complaints addressed to the CEO and Group Executives.
- Assist with planning and influencing the strategic direction for complaints management.
- Manage the reporting and resolution of complaint administration related breaches and incidents.
- Ensure all activities are delivered in adherence with legislative and Fund requirements including RG 271 and the IDR Policy.
- Drive a strong service and excellence-oriented culture with accompanying KPIs, within the team and with suppliers and partners.
- Understand the requirements of the Fund and its Members and other stakeholders (e.g., Board, Board Sub-committees, regulators), including the Fund’s strategic and departmental objectives and agreed service levels, to ensure their needs are being met by external third-party arrangements (quality and risk)
- Ensure appropriate and relevant governance structures, policies and processes are followed, and advocate for continuous improvement to these.
- Implement strong risk controls on processes, policies, and systems to ensure breaches are limited; actively build and promote a team culture of compliance and risk management awareness and appreciation.

**What You’ll Need**
- Demonstrated experience within Financial Services, ideally within complaints, operations or dispute resolution
- Excellent written and verbal communication skills.
- Strong stakeholder management skills, with the ability to engage effectively at all levels.
- Excellent organisational skills with the ability to prioritise and manage competing priorities and the range of tasks required of this position.
- Excellent interpersonal skills which foster cooperation and teamwork in a close team environment
- RG 146 accreditation (desired - will need to be attained if not held)

**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._

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