Principal, Resolutions Operations

At AustralianSuper, we truly care about our colleagues.​ We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

Your New Role

Are you a strategic operations leader with a passion for delivering exceptional member experiences? We are seeking a Principal, Resolutions Operations to join our Member Resolutions team. In this pivotal role, you will ensure our services are delivered in line with our frameworks, standards, and legal obligations, while leading governance and oversight of our outsourced service partners.

You'll be the key contact for internal and external stakeholders on resolutions matters, drive programs of work to support the continued maturity of our operations, and lead the Quality, Capability, and Assurance functions for Member Resolutions.

Key duties and responsibilities including but not limited to

• Lead, develop, and inspire a high-performing, diverse, and engaged team.
• Embed a Members First culture and drive service excellence through coaching, feedback, and professional development.
• Oversee capacity and capability planning across all Member Resolutions roles.
• Identifying and delivering process changes that will facilitate operational excellence and efficiency.
• Drive strategic direction and continuous improvement for Member Resolutions services.
• Manage relationships and activities with AFCA and support regulatory compliance.
• Ensure effective complaint management, risk controls, and reporting.
• Prepare and present reports for the Board and sub-committees.
• Foster strong partnerships with internal teams and external service providers.
• Support change management and adoption of new initiatives.

What You'll Need

• 10+ years' experience in financial services administration or operations.
• Proven experience leading digital transformation and technology adoption.
• Strong leadership and people management skills, with a track record of motivating teams to deliver exceptional results.
• Excellent interpersonal, communication, and stakeholder management skills.
• Ability to work autonomously, manage complex documents, and meet deadlines.
• Critical thinker with strong analytical and problem-solving abilities.
• Commercially astute, with supplier management and negotiation skills.
• High level of personal integrity and professionalism.
• A willingness to get stuck in and make a difference.

Life at AustralianSuper

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

What's Next

Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to be a senior leader in a challenging, growing and rapidly evolving team that is committed to delivering outstanding results for members.

Australian or New Zealand citizenship or Australian permanent residency status is required.

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Agencies please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.