Senior Member Resolutions Lead – Coaching & Complex Complaints

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

Job summary

AustralianSuper is seeking a Senior Member Resolution Officer – Administration to lead complex complaint investigations and deliver fair outcomes. You will coach MROs, manage IDR workflows, and collaborate with stakeholders to identify root causes and drive improvements.

You will contribute to governance and risk management while supporting a high-performance, flexible workplace culture at AustralianSuper in Melbourne.

Qualifications

• Experience in dispute resolution and complex complaint management.
• Experience in superannuation administration or related environment (≥3 years).
• Excellent written and verbal communication with strong attention to detail.

Responsibilities

• Manage complex administration IDR complaints and investigate root causes.
• Coach and support MROs with investigation and correspondence.
• Ensure timely completion and compliance with RG271, IDR policies.
• Support governance, risk management and cross-team initiatives.
• Build relationships with internal stakeholders and external partners.

Skills

Dispute resolution

Complex complaint management

Stakeholder management

Coaching

Written and verbal communication

Organisational skills

Autonomous working

Education

Tertiary qualifications in financial services/superannuation or risk management

RG146 accreditation (highly regarded)

Job description

AustralianSuper is seeking a Senior Member Resolution Officer – Administration to lead complex complaint investigations and deliver fair outcomes. You will coach MROs, manage IDR workflows, and collaborate with stakeholders to identify root causes and drive improvements.

You will contribute to governance and risk management while supporting a high-performance, flexible workplace culture at AustralianSuper in Melbourne.