The Incidents and Complaints Manager will oversee incident management and member complaint resolution within the Corporate and Superannuation Trustee Service team. The role involves developing relationships with service partners, coaching for quality improvement, and ensuring thorough documentation. Additionally, the manager will prepare reports for stakeholders and contribute to audits and improvement projects.
Location: Melbourne, Sydney
We're excited to offer you a fantastic opportunity to join our Corporate and Superannuation Trustee Service (CSTS) team!
This role places you at the heart of ensuring incidents are managed effectively and within CSTS' risk appetite. You'll focus on ensuring member complaints are resolved with fairness, consistency, and a member-first approach, all while driving quality improvements by coaching service providers.
About the role:
- Develop and maintain effective working relationships with service partners to facilitate cooperative and practical discussions regarding process failures.
- Provide coaching and feedback to service partners to improve the quality of incident reports and enhance the effectiveness of incident management.
- Review complaint responses escalated from service partners and provide feedback and/or coaching to ensure high quality responses.
- Regularly and thoroughly update the incidents and complaints management software, as well as the CAMMS portal incident query registers, to ensure efficient tracking and resolution of issues.
- Prepare complaints and ad hoc incident reports for key stakeholders.
- Contribute to external audits and internal audits of the CSTS.
- Contribute to CSTS projects and continuous improvement initiatives.
What you'll need to succeed:
- Previous experience in line 1 or line 2 compliance role in superannuation / financial services
- Knowledge of superannuation law and complaint management highly regarded
- Demonstrated abilities in key stakeholder engagement and influencing
- Ability to prepare high-quality written reports for presentation to senior stakeholders
- A commercial orientation with a continuous improvement mindset.
- Tertiary qualification in Business, Finance, Law or related field
- Experience implementing change management programs is highly regarded.
What we offer:
- A warm, open, and supportive culture.
- An attractive remuneration package, including reward and recognition programs.
- An employee wellness program, including discounted health insurance and an employee assistance program.
- A workplace volunteering and giving program to enable you to help others in the community.
- We are proud to be part of the Top 30 Best Workplaces to Giveback 2022.
- Discounted tax and estate planning services.
- 16 weeks paid parental leave for the primary carer.
- Great central CBD location, Modern office fit-out and end-of-trip facilities.
- Flexible/Hybrid working environment.
About us - Trusted since 1888
Equity Trustees was established in 1888 and is now one of Australia's largest specialist trustee companies. We help our clients grow, manage and protect their wealth now and for future generations. As a trustee company, we are responsible for always acting in our client's best interests, ensuring they feel safe, valued, and cared for.
We are committed to providing a workplace that is flexible, rewarding, and supportive of individual development. Just as you will help us grow our business, we will help you grow in your career.
Equity Trustees Melbourne, Victoria, AUS Office
Melbourne, Victoria, Australia
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