Operations Specialist

Operations Specialist

We are seeking a detail-oriented and proactive **Operations** **Specialist** to join our dynamic operations team in either Melbourne or Sydney. This pivotal role involves managing complex processes to enhance the customer experience while ensuring compliance with regulatory standards. You will collaborate with internal and external stakeholders to ensure the seamless delivery of claims, complaints handling, ATO reporting, and complex reconciliation management.

Your contributions will play a key role in driving operational excellence and continuous improvement across FNZ's services, supporting our commitment to delivering exceptional outcomes for our clients and trustees.

**The responsibilities will include**:
Claims Management:

- Deliver exceptional customer service by ensuring claims are processed within agreed timelines, adhering to legislative requirements, and maintaining a customer-first approach.
- Minimize delays through efficient document management and coordination with clients, advisers, and stakeholders.
- Facilitate the assessment and administration of claims (e.g., Death, Disability, and Temporary Incapacity) in collaboration with external teams.
- Contribute actively to shared team objectives.

Complaint Management:

- Conduct thorough investigations of customer complaints, collaborating with relevant business units and providing an independent view.
- Communicate resolutions effectively with customers, ensuring promoter/trustee engagement and timely compensation reviews.
- Maintain accurate complaint records and track trends to identify process, system, or knowledge gaps for improvement.
- Host and participate in complaint resolution meetings with internal and external stakeholders.

ATO Reporting & Complex Reconciliation Management:

- Coordinate and submit mandatory reporting to the Australian Taxation Office (ATO).
- Provide regular and ad hoc reporting to superannuation clients on administration performance.
- Participate in regulatory reporting projects and resolve issues identified during the reporting process.
- Support ATO queries regarding member transactions.
- Ensure daily reconciliation of funds and resolution of any discrepancies.
- Maintain accurate and accessible internal compliance documentation.

Skills & Experience:

- In-depth understanding of relevant legislation and industry practices.
- Proven experience handling death and disability claim types in a group life superannuation setting.
- Strong communication skills (both verbal and written) and the ability to manage difficult conversations.
- Excellent problem-solving abilities and attention to detail.
- Ability to self-manage, prioritize, and multitask effectively in a fast-paced environment.
- A collaborative mindset with a proven ability to build strong relationships with teams and stakeholders.

Qualifications:

- RG146 / ASFA qualifications (desirable).
- Tertiary qualifications or relevant experience in business, insurance, legal, financial planning, or related fields (desirable).

**Why should you join us?**
- A hybrid 3+2 model combining working from the office and from home.
- A competitive salary and excellent benefits, including full comprehensive health insurance, Life insurance, additional annual leave days after your first 12 months, sick days, and more.
- Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world's largest companies.
- We provide global career opportunities for our employees at any of our offices in the UK, Czech Republic, Australia, New Zealand, China and more.

**About FNZ**

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth's growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.

For more information, please reach out to us

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth's growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trilli