Incidents and Complaints Manager

3 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

  • Aps5 Complaints and Reportable Incidents Officers

    6 days ago

    Brisbane, Australia HAYS Full time

    Join a growing federal government agency to deliver meaningful work. Ongoing training and development. **Your new company** This Federal Government team is responsible for receiving, assessing and resolving concerns regarding national disability services, and are looking for several Complaints and Reportable Incidents Officers to join the Department for an...

  • Safeguarding Incident Manager

    2 weeks ago

    Brisbane, Queensland, Australia Life Without Barriers Full time

    Safeguarding Incident Manager - Child, Youth & Family.Permanent Full Time - Location Flexible Join to apply for the Safeguarding Incident Manager - Child, Youth & Family.Permanent Full Time - Location Flexible role at Life Without Barriers Safeguarding Incident Manager - Child, Youth & Family.Permanent Full Time - Location Flexible Join to apply for the...

  • Aps5 Complaints Officer

    1 week ago

    Brisbane, Australia HAYS Full time

    12-Month Contract with Reputable Federal Agency in Brisbane **Your new company**: Hays has partnered with a large Federal government statutory agency. **Your new role**: The APS5 Complaints Officer operates under limited supervision, handling moderately complex to complex tasks. The role is guided by legislation, policies, procedures, standards,...

  • Aps4 & 5 Complaints Officers

    6 days ago

    Brisbane, Australia HAYS Full time

    Multiple APS4 & 5 vacancies are available in both Brisbane CBD and North Brisbane. **Your new company** The federal government organisation is seeking multiple APS4 & 5 Complaints Officers to join their team for 12-month contracts. They are seeking people who can listen to people, analyse the information they provide and decide the best next steps....

  • Aps5 Complaints Officer

    6 days ago

    Brisbane Central Business District, Australia HAYS Full time

    Experienced APS5 Complaints Officer required for a 12-month assignment based in Chermside. **Your new company** Hays have partnered with a leading Federal Government Agency. Our client is known for supporting a better life for Australians with significant and permanent disability, and for their families and carers. An exciting opportunity has been made...

  • Manager Privacy and Complaints

    14 hours ago

    Brisbane, Australia Public Trust Office Full time

    As Manager, Privacy and Complaints you will manage a team responsible for the privacy and complaints management functions for the Public Trustee. You will be valued for your experience in realising strategic and operational objectives and project managing the future business of the Public Trustee. Mandatory requirements - Relevant tertiary qualifications...

  • Complaints Governance and Improvement Manager

    2 weeks ago

    Brisbane, Australia Seniors, Disability Services and Aboriginal and Torres Strait Islander Partnerships Full time

    Key responsibilities of the role - Effectively lead and manage operation of the department's complaints and related policies, procedures and reporting to create consistent management across the department including escalation processes. - Provide strategic and operational advice on technical and policy matters to departmental staff, including senior...

  • Manager Complaints Assessment

    6 days ago

    Brisbane, Australia Queensland Government Full time

    **The Professional Standards and Governance Command (PSGC) ensures the community has confidence that Queensland Corrective Services (QCS) as a top tier public safety agency is delivering professional corrective services through a competent and confident workforce supported by strong and ethical leadership. The purpose of PSGC is to build, drive and maintain...

  • Incident Manager

    3 days ago

    Brisbane, Australia EDT Networks Pty Ltd. Full time

    Great remuneration and thats just the start - Unique role, challenging, life changing! - Leading International company people stay with This exciting Global role offers an opportunity to be a key influence in a household brand and International giant. Global travel opportunities and a unique opportunity to span experience across APAC and Europe. The...

  • Complaints and Risk Advisor, Integrity

    1 week ago

    Brisbane, Australia Education Full time

    About the Role As the Complaints and Risk Advisor you will have responsibility for the following: - Proactively assist senior officers and the Manager in the development, implementation and documentation of the Intake and Assessment administrative processes and practices. - Maintain information technologies and the incident management database, in...