Complaints Resolution Manager - Superannuation

Job Title: Complaints Resolution Manager - Superannuation
Contract Type: Permanent
Location: Docklands, Victoria
Salary: AU$140000.00 - AU$160000.00 per annum
Reference: 194296_1555560371
Contact Name: Melissa Tsiaras
Contact Email:
Job Published: April 19, 2019 08:47

Job Description

The Company:

Join this Superannuation leader who has over 1 million members and a long-standing reputation that spans over 130 years. Their goal to provide security, support, guidance and protection to Australian customers throughout every stage of life through to retirement.

The Role:

Act as an advocate for this well-respected banks Super Fund members, by leading their diverse Complaints Management Team who specialise in subject matter including Superannuation, Retirement and Investments.

Core Responsibilities:

  • Management and upskilling of a team of Superannuation Complaints experts
  • Ensure that in-depth independent reviews of all complaints are actioned, resolved and finalised to legislative standards and always communicated to customers
  • Consistently seek opportunities to improve Complaints Management System to ensure best practice principles exceed community and business expectations
  • Highlight insights to understand the themes of complaints and influence the products and services offering is market leading
  • Report insights and performance to standards of the Complaints Management System to management, ensuring that Systemic issues are highlighted and escalated for actioning
  • Effectively manage multiple relationships, with complainants, solicitors, direct members, member representatives, product partners and internal business unit leaders by pro-actively communicating with any stakeholders where required
  • Assisting with collation, validation and submission of Board Reports and internal/external audits where required
  • Assist Wealth Legal team with litigated matters
  • Responding to AFCA queries and participation in conciliation conferences (if required)

Key candidate requirements:

  • 5+ years Superannuation complaints management and dispute resolution experience in a Leadership position, with knowledge and understanding of applicable legislation and regulations for complaint management
  • Demonstrated understanding of the role, functions and obligations of the Trustee and fiduciary obligations
  • Legal tertiary qualification required highly regarded and Superannuation accreditations preferred
  • Efficient time management, high attention to detail, the ability to prioritise and deliver outstanding customer service
  • Sound analytical and problem-solving skills, with the ability to make high authority level decision with assurance

For more information or a confidential discussion, please contact Melissa Tsiaras quoting reference: 194296.

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