Manager, Resolutions Operations

AustralianSuper Pty Ltd; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Blended working environment

Career opportunities

Learning and coaching

Job summary

AustralianSuper is hiring a Manager, Resolutions Operations to drive governance and continuous improvement within the Member Resolutions team. You will lead a small group, manage change initiatives and support executive governance forums.

The role supports delivery across multiple locations and requires experience with regulated environments and product-owner backlog management. Join AustralianSuper to help deliver high-quality complaint outcomes for members, balancing regulatory requirements

Qualifications

• Experience developing and simplifying operational governance in regulated environments.
• Proven ability to coordinate complex regulatory responses with multiple stakeholders.

Responsibilities

• Lead governance, business management and change enablement for Member Resolutions.
• Develop and lead a high-performing Operations team delivering governance and support.
• Coordinate engagement with regulators and oversight bodies; ensure timely, evidence-based responses.

Skills

Governance frameworks

Regulatory coordination

Product Owner backlog

Change management

Leadership governance forums

Stakeholder alignment

Calm leadership

Education

RG146 qualification

Tertiary business/ops/risk/compliance

Job description

Job Description
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.

Job Description
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.