Address- 12-month fixed term contract
- Join a fast paced and growing team with a global reach.
- Flexible and inclusive work environment for all
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
Reporting to Principal, Administration Operations, this role sits initially within a program of work addressing root cause of incidents, complaints, member experience, and process, to mature the Fund’s issue management approach. You will be required to coordinate a team of analysts and engage with multiple business units to identify and address issues impacting members.
This is a hands-on role and will play a crucial part in driving and maintaining leading industry practices in operational issue management. The successful candidate will be responsible for implementing a structured approach to operational issue management, including root cause analysis, process improvement and change oversight. You will coordinate and direct all facets of the issue management effort, including bringing the right teams, tools, and information together, with a goal to identify and resolve repeat errors and implement robust prevention measures.
You will be successful in this role if systemic issues are identified and addressed, evidenced by a marked reduction in incidents caused by lack of or weak controls.
You will have the ability to work autonomously and thrive in a collaborative environment where ideas and suggestions are explored with enthusiasm. We seek someone who has experience with change management, root cause analysis, strong stakeholder management skills, and 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.
Some key responsibilities but not limited to;
- Develop a view of issues impacting Members from available data sources including VOC, Complaints, Incidents, Operational performance
- Design a robust framework and establish operational procedures and methods for issue identification and Business Improvement
- Lead the root cause analysis and investigations for Member Operations, and assist in the implementation of solutions.
- Support Service Delivery teams within Member Operations with audits and root cause analysis of issues impacting on their business
- Guide testing and oversight of changes at third party providers and complete Post Implementation Review to identify and prevent any subsequent issues
- Be an escalation point for issues and incidents within Member Operations
- Ensure incidents are managed in accordance with the Fund’s and Regulatory expectations
- Identify and engage with key stakeholders to deliver a unified and collaborative culture of Business Improvement to allow robust issue management across the Fund.
What you’ll need
- A strong understanding of root cause analysis, issue identification and management, and change management principles.
- Experienced in continuous improvement and operational excellence.
- Excellent communication skills
- Ability to deliver active operations management balancing the cost, quality, and service to provide an improved level of service for Members.
- Demonstrate a collaborative approach to relationship building and stakeholder management skills, with the ability to influence, negotiate and drive quality outcomes
- Advanced level of skill in Microsoft applications (Word, Outlook, PowerPoint, Excel)
- An ability to work autonomously and pro-actively without supervision and to set own work plan to meet deadlines.
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 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 work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
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