Head Of Member Resolutions

Join us as Head of Member Resolutions, driving enterprise change and revolutionizing the way we service our members and supporting them to retire with confidence!Why join us?

• State of the art offices with offerings like end of trip facilities, yoga and multi faith room, barista coffee, indoor gardens, and a multitude of spaces to encourage a collaborative culture, our workspaces are something we are extremely proud of.
• A mature outlook on flexible work arrangements which allows you to truly balance work and life. A #hybrid work from home approach is embedded in our ways of working.
• We have excellent career progression and development opportunities; we are committed to continuous improvement and have exciting plans for our future.
• We have an incredible company culture where wellbeing of our employees is at the forefront of everything we do.

About the roleEvery one of our team contributes to helping make our members’ world better. As Head of Member Resolutions, you will be responsible for reimagining and establish leading practice capabilities to deliver strategic support and advice on technical and complex superannuation matters to both internal and external stakeholders.The position will lead a team of technical experts to manage the delivery of specialist services and activities allocated to the Member Resolution business unit. The role will be responsible for maintaining and uplifting the quality of delivery to members including developing oversight and execution capability in relation to member remediation, maturing divisional risk management practices managing dispute resolution, resolving technical escalations and implementing ART’s strategy in relation to members in vulnerable situations.Key accountabilities will include:

• Develop and execute the business unit strategy and business plan, ensuring collaboration and alignment with Member Leadership Group (MLG) and other key stakeholders across ART to achieve the divisional and enterprise strategy.
• Develop a centralised capability in relation to member remediation and risk management.
• Manage relationships with and provide support to key external stakeholders, including the Government Superannuation Officer and the Queensland State Actuary.
• Act as technical subject matter expert for ART and contribute to development of ART’s strategy and supporting products. Identify and understand emerging issues and interpret implications for the organisation
• Oversee the management and remediation of dispute resolution (internal and external), member escalations and complaints and adhere to reporting and regulatory obligations.
• Manage activities, processes and risk to ensure timely, efficient and effective execution of specialist technical functions in accordance with the internal policies, trust deed, relevant legislation and business rules.
• Identify technical capability gaps, future skill needs, and key interventions required to ensure ART’s staff are enabled to deliver to members’ needs.
• Develop a high performing and engaged team, connected to ART’s purpose, strategy and culture, building capability for today and the future.
• Design and execute ART’s strategy to support members in vulnerable situations.

About youWe are seeking a dynamic leader to join our team where you will have the power to shape the future of our fund and create a positive and meaningful experience for our members.If this is the right role for you, your skills and qualifications may include:

• Business-related tertiary qualifications or equivalent industry experience with demonstrated senior leadership experience within the financial services industry, preferably within the superannuation industry.
• Demonstrated experience in leadership and management of a large team, including performance management, change management, recruitment and staff motivation. This includes working with team members from diverse backgrounds and promoting a safe and inclusive workplace.
• Strong superannuation experience and knowledge of the associated legislation that operates within the superannuation environment.
• Demonstrated experience in leadership and management of a team, including performance management, change management, recruitment and employee engagement.
• Strong analytical skills and innovative thinking, with the ability to identify and analyse trends influencing ART and work in a changing environment.
• Demonstrated ability to develop and manage relationships with key internal and external stakeholders and collaborate to achieve the right outcomes for ART members and the broader industry.
• Proven experience in leading change, managing multiple concurrent inter-related initiatives.

About usAs one of Australia’s largest superannuation funds, we proudly take care of over $260 billion in retirement savings. Our teams are as diverse and unique as the members we strive to inspire and empower. Our inclusive culture means you will be valued and heard in a respectful workplace, where you can be your authentic self every day. When you work for Australian Retirement Trust, every day is an opportunity to be a force for good in the lives of more than 2.3 million members.How to applyIf you are excited to join a forward thinking, supportive and growing organisation in an exciting role, apply today! Applications close Tuesday, 2 April 2024.EligibilityThis position is available to existing Australian Retirement Trust employees, temps and contractors only.We are a Circle Back Initiative Employer – we commit to respond to every applicant.#LI-DNI