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SalaryOverview
Work with the CPM to proactively manage the relationship with the Trustee office through project work, data analysis, product enhancement, process re-engineering, continuous improvements, audit, compliance of the Fund administration and delivery of contracted services.
Key Accountabilities and Main Responsibilities
Strategic Focus
- Support the Client Partnership Manager (CPM) in managing the client relationship with a view to achieving client satisfaction, revenue and profitability targets
- Primary point of contact for day to day client/fund requests
- Understand the client/fund strategic objectives
- Identify opportunities to further strengthen the relationship between the client and the business
- Ensure all services are being delivered as outlined in the relevant Service Level Agreement and notify the CPM of any performance concerns.
- Ensure Client Engagement Framework is followed.
- Actively work with funds to retain member and ensure ATO lost member targets are met.
- Responsible for managing the resolution and delivery of incident reports and ensuring that agreed SLA's are met.
- Ensure client reporting is accurate and provided in accordance with agreed SLA's
- Actively manage key internal relationships, to ensure the delivery of exceptional service to our clients
- Manage the SLA reporting process with the internal business units
- Ensure Business Rules are up to date and any changes communicated to the relevant business unit(s) and appropriate procedures put in place
- Drive accountability within all areas of the business to deliver required results
- Ensure high quality written and verbal communication response is presented to the Trustee
- Prepare, and present administration reports and other adhoc reporting requests on time
- Investigate, respond & proactively resolve escalated queries both internal/external in a timely manner and where required inform the CPM.
- Role model customer first behaviours and embed in the team a customer first attitude in all interactions with external and internal stakeholders
- Proactively identify and action opportunities for process improvement
- Contribute to the development of the team by participating in team meetings, business forums/committees (as required) and sharing information
- Ensure all Risk and Compliance reporting and Assurance obligations relating to LECS attestations, internal control testing (CSA), GS007 and incidents are met on time
- Ensure compliance with APRA, ASIC regulations and SIS
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
- Solid relationship and stakeholder management skills
- Strong communication and interpersonal skills
- Experience in negotiating and influencing stakeholders
- Sound judgment and commercial decision making skills
- Excellent time management and organisational skills
- Ability to manage competing priorities and meet client deliverables
- Professionalism with strong delivery/outcome focus
- Solid logic and analytical skills
- Proficient in Microsoft Office products (Excel, Word, Power point)
- Experience in product promotion/sales
- Strong problem solving capability
- RG 146 qualifications desirable
- ASFA 100 qualification or higher, and or other relevant tertiary qualifications desirable.
- Experience in the superannuation industry with at least 12 months in a client facing role
- Knowledge of compliance and legislation applicable to superannuation
About the Team:
Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.
By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.
Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
