Senior Manager, Member Resolutions - Administration

at; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Job summary

A leading superannuation fund in Melbourne is seeking a Senior Manager for Member Resolutions to lead a team in effectively resolving complaints while enhancing member experiences. The ideal candidate will have over 7 years in operational leadership, proven dispute resolution experience, and excellent stakeholder management skills. This role offers opportunities for professional development in a supportive environment.

Benefits

Generous leave entitlements

Ongoing learning and development

Blended working environment

Qualifications

• Minimum 7+ years' experience in leading operational teams, ideally within Superannuation.
• Proven experience in dispute resolution and complex complaint management.
• Excellent written and verbal communication skills including the ability to draft detailed findings.

Responsibilities

• Manage the end-to-end process and quality for a broad range of IDR and EDR disputes.
• Liaise and maintain strong relationships with internal and external stakeholders.
• Identify continuous improvement opportunities to enhance member service.

Skills

Dispute resolution

Stakeholder management

Critical thinking

Team leadership

Organisational skills

Job description

Senior Manager, Member Resolutions - Administration

Reporting to the Head of Member Resolutions, the Senior Manager Member Resolutions - Administration is a key role in the Member Resolutions Team, responsible for leading a team of Member Resolutions Professionals to ensure the fair, effective and timely resolution of administration related complaints in accordance with Fund and regulatory requirements whilst driving a member first culture.

The role requires you to act in the best interests of members and their beneficiaries and has a focus on continual improvement through identifying recurring and systemic issues.

This hands‑on role requires the individual to manage and operate the end‑to‑end complaint function of both Internal Dispute Resolution and External Dispute Resolution of superannuation administration related complaints, ensuring strong operational governance and risk mitigation practices. The role will have oversight and accountability for delivering Member first outcomes and requires excellent internal and external stakeholder management.

Duties and Responsibilities

• Responsible for managing the end‑to‑end process and quality for a broad range of IDR and EDR disputes. Complaints require detailed and sometimes technical interpretation and application of multiple forms of superannuation legislation, rules, and policies.
• Liaise and maintain strong relationships with internal and external stakeholders, including AustralianSuper's administrator, and the External Dispute Scheme, to achieve our department's outcomes.
• Assist with planning and influencing the strategic direction for AustralianSuper's dispute resolution and Member Resolutions teams.
• Ensure that AustralianSuper's regulatory service standards are met.
• Demonstrate and deliver active operations management balancing the cost, quality, and service to provide an improved level of service and experience for Members.
• Ensure all activities are delivered in adherence with legislative and Fund requirements including RG 271 and AustralianSuper's IDR Policy.
• Provide regular feedback, coaching and education to colleagues regarding complaints philosophy and management.
• Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency and or reduction of risk to the fund.

What You’ll Need

• Minimum 7+ years' experience in leading operational teams, ideally within Superannuation
• Proven experience in dispute resolution and complex complaint management
• Excellent written and verbal communication skills including the ability to draft detailed and comprehensive findings and responses to External Dispute Resolution Schemes and complainants.
• Excellent organisational skills with the ability to prioritise and manage the range of tasks required of this position.
• Demonstrated ability to think critically and make logical decisions.
• Ability to work autonomously and pro‑actively to meet deadlines.
• Should be highly solutions oriented.
• Ability to multi skill and manage competing tasks and work under pressure

The successful candidate will have the ability to drive innovation and improvement, manage multiple competing priorities to achieve excellent outcomes, and respectfully challenge views and the status quo where required. They are a leader and influencer with great stakeholder management capability, exceptional problem‑solving skills, the ability to draw conclusions and recommend and design appropriate outcomes that will help facilitate improved member experience, service, or engagement.

What next

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 are committed to supporting our diverse workforce in a way that all its forms.

Australian or New Zealand citizenship or Australian permanent residency status is required.

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