Manager, Member Resolutions

2 weeks ago

Melbourne, Victoria, Australia Australiansuper Full time

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**

The Manager Member Resolution - Administration is key role in the Member Sentiment Team, responsible for leading a team of Member Resolution Officers managing administration related complaints to ensure the fair, effective and timely resolution in accordance with Fund and regulatory requirements whilst driving positive change through consultation, education, and communication.

This is a hands-on role and requires the ability to work autonomously and thrive in a collaborative environment where ideas and suggestions are explored with enthusiasm. We seek someone who has the willingness to continuously improve both themselves and the teams around them, while contributing both functional expertise and broader leadership and business management ideas, skills, and experience as part of cross-Fund initiatives.

Key accountabilities will include;
- Provide fair, effective and timely management of a team within the Member Resolution function in adherence with regulatory and Fund requirements
- Deliver operational management, monitoring and oversight of a team of Member Resolution Officers to achieve internal and external performance metrics
- Be the driver for a collaborative and courageous culture that is committed to better practice and delivery of a member-centric experienceContribute to the development of continuous improvement and improvement of knowledge and processes pertaining to complaint resolution

**What you'll need**
- People leadership experience
- Experience within superannuation or insurance sectors
- Proven experience in dispute resolution and complex complaint management
- Excellent written and verbal communication skills.
- Excellent technical and decision-making skills
- Strong stakeholder management skills, with the ability to engage effectively at all levels
- Excellent interpersonal skills which foster cooperation and teamwork in a close team environment
- An ability to work independently and autonomously to achieve excellent outcomes

**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**

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

**_Progress powered by purpose._

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