Senior Incidents And Complaints Analyst

Co_Mghltd Apex Group Holdings Australia Pty Limited; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Apex Group Australia is seeking a Senior Incidents & Complaints Analyst (Superannuation Administration) to manage incidents and complaints, ensure compliance with relevant obligations, and work with clients and stakeholders to remediate issues. RG 146 certification and deep superannuation knowledge are essential.

The role involves coordinating remediation, performing root-cause analyses, and delivering insights through reporting, in a dynamic, global fund administration environment.

Qualifications

• RG 146 and a deep understanding of superannuation administration processes and obligations.
• Experience in incident management and internal dispute resolution obligations.
• Strong communication with internal and external stakeholders to achieve outcomes.

Responsibilities

• Record, report, contain, remediate, and review incidents and complaints for a range of clients.
• Conduct incident impact assessments, root cause analysis, and document remediation plans.
• Implement remediation activities with internal teams and monitor effectiveness.
• Document post-incident reviews and prevent recurrence through improvements.
• Attend client incident and breach meetings and report systemic issues.

Skills

RG 146

Superannuation

Incident management

Internal disputes

Stakeholder management

Communication

Root cause analysis

Reporting & insights

Compensation calculations

Job description

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Senior Incidents & Complaints Analyst ( Superannuation Administration )

Location : Wollongong , Melbourne

Description

We are looking for someone with RG 146 and a deep understanding of the superannuation administration processes, and related obligations. This role is responsible for managing superannuation administration incidents and complaints.

Job specification

• Working with internal and external stakeholders to record, report, contain, remediate, and review incidents and complaints across a variety of clients, in line with applicable laws, contractual obligations, and service level agreements
• Conduct incident and complaint impact assessments, root cause analysis, and document proposed incident remediation plans for internal and external approval
• Work with internal teams to implement required remediation activities
• Conduct and document Post Incident Reviews, and implement prevention steps to reduce the likelihood of recurrence
• Work with internal and external stakeholders to identify, develop and implement processes and control uplift opportunities
• Document complaint key learnings
• Ensure internal and external incidents and complaints reporting are maintained
• Attend Client Incident and Breach meetings as required
• Identify and report systemic incidents and complaints

Skills Required:

• RG 146 and a deep understanding of the superannuation administration processes, and related obligations
• Experience in managing obligations relating to incident management and internal dispute resolution
• The ability to effectively communicate with and manage internal and external stakeholders to achieve required outcomes
• Strong written and verbal communication
• Ability to complete calculations required to remediate incidents and complaints including compensation
• Ability to reduce to reduce preventable recurring incidents and complaints through undertaking root cause analysis and providing recommendations to effectively address causes
• Ability to produce internal and incidents and complaints reporting and insights
• A curious, open, and growth mindset, with the ability to apply creative and pragmatic approaches to solving problems

What you will get in return:

• A genuinely unique opportunity to be part of an expanding large global business;
• Competitive remuneration commensurate with skills and experience;
• Training and development opportunities

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential. Such personal data can be accessed by different Apex stakeholders within and out of country for the consideration of the job application hereunder. Application made by the job applicant(s) constitutes the irrevocable consent of the job applicant for her/his personal data to be used by Apex stakeholders within or outside country for the purpose of this recruitment.