Client Operations Analyst

Client Operations Analyst - Superannuation

**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**

We provide an automated superannuation administration service to the superannuation industry. The Iress superannuation administration platform is an integrated and automated solution leveraging software to maximise automation and reduce manual handling.

As a Client Operations Analyst you will report to a Team Leader/Senior Client Operations Analyst and will be responsible for monitoring automated processes as well as analysing, investigating and resolving any exceptions from these processes. While the administration service is automated some data entry is also required.

You will also be encouraged to identify opportunities for improvements. You will also assist in implementing improvements across both the technical platform and operating model.

We focus on quality and client satisfaction and this role is critical to ensure this occurs.

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

- Provision of superannuation services via Iress' automated administration platform in accordance with Iress' operating model.
- Understand, monitor, maintain and analyse the superannuation service and outcomes to ensure the services are delivered in line with Iress' quality control procedures and protocols.
- Understand, monitor and maintain the automated service to ensure legislative compliance is maintained.
- Analyse financial transactions and validate account updates.
- Provide assessment of service performance and assist in the compilation of regular reports on the status and adherence to relevant service level agreements both internally and for relevant clients.
- Investigate and provide assessment of any incident, breach or complaint to ensure the relevant information is updated in accordance with Iress' policy and procedures.
- Assist with identification and design of improvements to the automated superannuation administration service across both the technical platform and operating model.
- Assist and support implementing technical enhancements as well as improvements to the operating model and business processes.
- Assist the Iress technology teams in defining and developing new and improved processes for implementation in the administration platform.
- Assist the Iress technology teams to define and develop solutions to address regulatory requirements.
- Establish and execute quality assurance processes and analyse results to confirm adherence to business and legislative requirements.
- Support Senior Operations Analyst in managing the relationships and services with clients.
- Actively manage a professional relationship with clients at all levels, including their call centres.

**What you will bring**:

- Previous experience as an Operations Analyst (or similar role) within the Superannuation industry or Financial Planning industry.
- Formal superannuation qualifications (or the undertaking to complete RG-146 within 12 months of appointment).
- Practical experience with superannuation technology systems. Experience with Acurity and Open Text products will be highly regarded.
- A general understanding of the software development life cycle (SDLC).
- Demonstrate genuine customer services skills.
- Knowledge of the majority of processes associated with superannuation administration. Demonstrate a willingness and potential to learn and a proven ability to accurately
- procedures.
- Demonstrate a willingness to identify areas of improvement and bring this to the attention of management.

**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, skil