Incidents and Complaints Manager

5 days ago

Brisbane, Australia Apex Group Ltd Full time

Incidents and Complaints Manager

The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That's why, at Apex Group, we will do more than simply 'empower' you. We will work to supercharge your unique skills and experience.

Take the lead and we'll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

**Incidents and Compliants Manager**
**Brisbane / Sydney**

**Description**

The Incidents & Complaints Manager is responsible for overseeing and managing the resolution of incidents and complaints, delivering high quality superannuation administration services and projects to improve the services to clients.

**Job specification**
- Oversee, manage and assist with all aspects of the incidents and complaints process, through the effective management of resources, workflows and forward planning, whilst monitoring quality and service standards in accordance with resolution timeframes and service level agreements
- Act as the point of contact for escalated incidents and complaints, liaising with stakeholders, including regulatory bodies and external auditors
- Oversee and assist with the incident management process, including the identification, logging, investigation, compensation calculations and resolution of incidents
- Manage the complaints handling process from receipt to resolution, ensuring compliance with internal policies and external regulations
- Ensure compliance with relevant legislation and regulatory requirements, including those specific to the superannuation industry
- Submit regular reports on incidents and complaints, including analysis and recommendations for improvements, including identifying and reporting any systemic incidents and complaints

**Skills Required**:

- RG146 Superannuation qualifications
- 5 years in Superannuation fund administration
- Superannuation and pension administration experience
- Excellent interpersonal skills
- Well-developed PC skills eg. Word, Excel, Outlook with speed and accuracy

**What you will get in return**:

- A genuinely unique opportunity to be part of an expanding large global business;
- Competitive remuneration commensurate with skills and experience;
- Training and development opportunities

**Additional information**:
We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

Job ID JR-0007433

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