Team Leader, Incidents

Team Leader, Incidents & Complaints (Line 1)

**See yourself being part of a large, transformational change? This could be the role for you**

**At Iress, we make things happen**

We believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. More than 10,000 businesses and 500,000 people use our software, from the world's most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia's largest technology companies and employs more than 2,000 people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.

**Build your career at Iress**

The Team Leader Incidents & Complaints Officer - Superannuation role is responsible for ensuring the Incidents and Complaints Team appropriately manage superannuation administration incidents and complaints. This will consist of managing both internal and external stakeholders, in addition to ensuring the business is remaining compliant with regulations.

**Some of the awesome things you'll be involved with**:

- Working with internal and external stakeholders to record, report, respond to and remediate incidents and complaints across a variety of clients, in line with applicable laws, contractual obligations, and service level agreements
- Conduct incident root cause analysis, and document key learnings in relation to ways of working, controls and system configuration
- Agree and document PIR and prevention steps to reduce the likelihood of recurrence
- Work with the team to identify, develop and implement processes and control uplift opportunities
- Undertake data analysis to identify trends and produce meaningful insights and prepare and deliver periodic incidents and complaints reporting to internal and external stakeholders
- Manage complaint and incident escalations as required
- Attend Client Incident and Breach meetings as required
- Management of one direct report
- Manage allocated incidents and complaints
- Ensure the required incidents and complaints information captured in relevant Jira projects
- Provide technical advice to internal and external stakeholders on incidents and complaints as required.

**What you will bring**:

- RG 146 and a deep understanding of the superannuation administration processes
- Previous experience in incidents and complaints management, including an understanding of related obligations
- The ability to communicate with and manage internal and external stakeholders
- Strong written and verbal communication

**Why work with us?**
- 8 additional paid days per year to extend your weekends
- Hybrid working
- Generous cash bonus for every successful referral
- Starting school leave - 8.5 days of leave to assist your children with the transition to school
- Up to 26 weeks' paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work
- 3 days' paid leave per year to participate in charity initiatives
- Discounted health insurance premiums
- Access to learning and development programs through Udemy

Iress is committed to fostering a welcoming and inclusive culture. We strongly believe that diversity is what makes our teams and our products succeed. Our people have different experiences, skills, perspectives and beliefs and everyone's uniqueness is valued and celebrated.

**Our hiring decisions are never based on sexual orientation, race, gender identity, religion, disability, citizenship, marital or family status and age. Even if you feel you don't meet all of the requirements of the role, we would still like to hear from you**

We're also proud to be globally recognised as a WORK180 Endorsed Employer that promotes and supports all women in the workplace.

LI-Hybrid

**Employment Type**
Employee

**Time Type**
Full time

Job ID V-08826