Manager, Issue Management

3 days ago

Melbourne, Australia UniSuper Full time

**About US**
UniSuper is a place for people who want to make a difference in their work and the world. As one of Australia’s largest super funds you will join an inclusive team of passionate people focused on creating a great retirement outcome for our members.

You will be empowered to grow your career and contribute from day one in an organisation that supports your mental, physical, and financial wellbeing.
We offer an impressive range of benefits including:

- 3 days over Christmas and 3 days 'Community and Culture' leave allowing you to celebrate and contribute to things that are important to you outside of work
- The opportunity to choose between 17% and 11% superannuation
- $1,500 personal development budget
- Exceptional parental leave

**The opportunity**
This critical leadership position is accountable for managing three specialist teams in order to deliver high quality, timely outputs using documented processes and controls, whilst also driving innovation and continuous improvement into each function.

This role has end to end responsibility for Benefit Statement and Account Summary creation and distribution, Issue management and bulk member remediation, as well as single member account updates.

You will also be responsible for managing data quality across the fund through the development of fund and member-based rules utilising our data rules engine.

In addition, some of your key responsibilities will include:

- Providing exceptional leadership to the Issues Management & Reporting Teams in order to deliver timely quality outputs and provide guidance on how best to support their employees
- Driving and supporting the execution of UniSuper’s key strategic goals
- Maintaining strong working relationships with external stakeholders including regulators, software vendors and mail house partners
- Working collaboratively with internal stakeholders to report, escalate and workshop difficult bulk member account restoration activities
- Managing all fund level ATO, DHHS, actuarial and regulatory reporting
- Drive a culture of continuous Improvement and streamline processes to reduce wasteful activities

**About you**
We are looking for a supportive, collaborative and driven leader who has the ability to foster and grow relationships with people at all levels of an organisation. You are exceptionally organised, passionate about delivery and managing deadlines and have an aptitude for making the complex simple.

With a proven track record of helping to lift the capability of your teams, you naturally empower your employees to make informed decisions, within tight timeframes.
In addition, you should ideally be able to demonstrate:

- Superannuation experience or aligned funds management experience
- Exceptional stakeholder and people management experience
- Adaptability to new systems and procedures
- Mathematical mindset with strong problem solving skills
- Ability to easily interpret data to gather insights and undertake trend analysis
- Project management experience with the ability to deliver on time and within budget

We're passionate about sharing knowledge with our members and our employees, therefore we believe that a balance of working from home and time in office with your colleagues is the best way to collaborate and build relationships. We ask you to be able to commit to 60% of your time in office.

**Think Great. Create Great.

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