Manager, Resolutions Operations

Australian Super; Melbourne; Presencial; AUD 120.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working

Career development

Diversity & inclusion

Descripción de la vacante

AustralianSuper is seeking a Manager, Resolutions Operations to join the Service Delivery team in the Member Domain. This permanent role can be based across AustralianSuper's existing locations.

You will enable Member Resolutions colleagues to resolve complaints efficiently and uphold high standards, leading governance, change and business management initiatives. You will manage a team of about four people, support executive governance forums, and work to build resilient, compliant and

Formación

• Experience developing, implementing and simplifying operational governance in regulated environments.
• Experience managing policy, procedure, processes and knowledge management with lifecycle governance.
• Ability to coordinate regulatory responses involving multiple stakeholders and priorities.
• Understanding of technology delivery cycles from a Product Owner perspective and backlog grooming.
• Strong change management skills and experience delivering in operational settings.
• Experience supporting governance forums, agenda management and action tracking.

Responsabilidades

• Lead governance framework for Member Resolutions with policies and processes.
• Drive continuous improvement and simplify ways of working.
• Coordinate engagement with regulators and oversight bodies with evidence-based responses.
• Manage impacts, risks, and implementation across people, processes and systems.
• Support leadership governance, planning, prioritisation and performance management.
• Lead an Operations team delivering governance, change and business support.

Conocimientos

Governance framework design

Regulatory engagement

Product Owner backlog management

Change management

Leadership of operations team

Educación

Bachelor's degree in business, risk, or compliance

RG146 qualification

Descripción del empleo

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. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

An opportunity is available for a Manager, Resolutions Operations to join our Service Delivery team within the Member Domain. This permanent role can be based across AustralianSuper's existing Australian locations.

Your New Role

Reporting to the Principal, Resolutions Operations, you will enable Member Resolutions colleagues to resolve complaints simply, efficiently and to a consistently high standard.

You will lead operational governance, business management, change enablement and continuous improvement activities. You will also lead a team of approximately four colleagues and support the Member Resolutions Leadership Team to strengthen operational governance, resilience, performance and organisational capacity.

Key duties include but are not limited to;

• Lead the operational governance framework for Member Resolutions, ensuring controls, policies, standards, processes and knowledge management practices remain effective and fit for purpose.

• Drive operational excellence and continuous improvement by simplifying governance and improving ways of working.

• Coordinate Member Resolutions’ engagement with regulators and oversight bodies, ensuring responses are accurate, timely and evidence-based.

• Enable change affecting Member Resolutions by identifying impacts, managing risks and supporting effective implementation across people, processes, systems and governance.

• Support leadership governance, decision-making, business planning, prioritisation and performance management activities.

• Lead and develop a high-performing Operations team delivering governance, change, business management and operational support.

• Build a strong culture of governance, risk management and continuous improvement that supports high-quality complaint outcomes for members.

What You'll Need

• Demonstrated experience developing, implementing and simplifying operational governance frameworks within a regulated environment.

• Experience managing policy, procedure, process and knowledge management frameworks, including governance and content lifecycle management.

• Proven ability to coordinate complex regulatory responses involving multiple stakeholders and competing priorities.

• Demonstrated understanding of technology delivery cycles from a Product Owner perspective, including experience drafting, refining and prioritising a backlog of requirements.

• Strong knowledge of change management principles and experience delivering change in an operational environment.

• Experience supporting executive or leadership governance forums, including agenda management, decision records, action tracking and operating rhythm coordination.

• The ability to balance regulatory compliance, governance requirements and operational practicality to deliver sustainable outcomes.

• Strong facilitation and influencing skills, with the ability to build alignment across diverse stakeholder groups.

• A calm, resilient and pragmatic leadership approach, with the ability to operate effectively in a complex, ambiguous and high-volume environment.

• An RG146 qualification, or the ability to obtain it following commencement.

• A relevant tertiary qualification in business, operations, risk, compliance or a related discipline is desirable. Experience or qualifications in financial services, superannuation, complaint management or regulatory operations will be highly regarded.

• Understanding of technology delivery cycles from a Product Owner perspective, including experience drafting and grooming a backlog of requirements.

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.

AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy

please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.