Large

AustralianSuper is for everyday Australians and businesses; we help invest members’ money to create the best possible retirement outcomes for members. 

More than 3 million members and 440,000 businesses trust us to invest more than AU$270 billion on their behalf. One in 8 working Australians are a member of AustralianSuper, the nation’s largest superannuation fund. Our size has given us the ability to leverage significant investment opportunities for long term performance and low fees that are passed on to our members. 

With services and advice that simplify super for business including a free clearing house, secure online transactions, dedicated relationship managers, education and help. It’s easy to see why we’ve been a top performing fund. 

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AustralianSuper is not responsible for other user's comments. We reserve the right to delete any comments that are not in line with our community standards. 

______________________________________________________________________________________

Investment returns are not guaranteed. Past performance is not a reliable indicator of future returns. Reference to any awards and ratings are only one factor to be taken into account when choosing a super fund.

The information posted by AustralianSuper may be general financial advice which doesn’t take into account your personal objectives, situation or needs. Before making a decision about AustralianSuper, you should think about your financial requirements and refer to the relevant Product Disclosure Statement, available at australiansuper.com/pds or by calling 1300 300 273.  AustralianSuper Pty Ltd ABN 94 006 457 987, AFSL 233788, Trustee of AustralianSuper ABN 65 714 394 898. 

Finance

AustralianSuper

As Australia’s largest superannuation fund, we’re here to help members achieve their best possible retirement outcome.

You need 8+ years in Incident/Problem Management, ITIL certifications, strong IT systems knowledge, excellent communication and problem-solving skills, and ability to build stakeholder relationships.

You will coordinate major incident responses, manage unresolved incidents, oversee incident resolution, lead post-incident reviews, and drive problem management actions across stakeholders.

IT & Cybersecurity

Business, Operations & Strategy

Melbourne

<div>At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That&rsquo;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.
Your New Role 
<div></div><div>Reporting to the Manager &ndash; Service Management, the Major Incident and Problem Manager is a key role for Technology Services and the Fund. T his role is responsible for the effective handling, management, coordination, and escalation of unplanned service interruptions, with the aim of restoring service as quickly as possible. During Major Incidents, this role leads the team tasked with speedy resolution, including internal resources and outsourced vendors. 
</div><div></div><div>This role is also responsible for coordinating the identification, diagnosis, and root-cause analysis of problems, and driving the problem management process &ndash; including a strong focus on proactive problem management.
</div>Some of your duties will include, but not limited to:
<div>&middot; Coordinate responses to major unplanned service interruptions, prioritising the minimisation of business disruption and adherence to SLAs.
</div><div>&middot; Coordinate the management of Major Incidents, ensuring effective mobilisation of global response teams and prioritisation of tasks.
</div><div>&middot; Oversee all actions and recommendations necessary to resolve incidents, escalating to in-house experts or engaging external vendors as needed to minimise customer impact.
</div><div>&middot; Monitor and manage unresolved incidents, including problem analysis and resolution activities, while keeping key stakeholders informed of progress and escalation as required.
</div><div>&middot; Coordinate and manage post-incident reviews for major incidents, with a focus on root cause identification and driving actions to prevent reoccurrence.
</div><div>&middot; Lead problem management forums with stakeholders across the Fund, focusing on driving actions resulting from post-incident reviews. 
</div><div></div>What You&rsquo;ll Need
<div>&middot; 8+ years demonstrated experience in Incident and/or Problem Management in a complex technology environment
</div><div>&middot; Relevant ITIL certifications with extensive knowledge of IT service management and ITIL processes, including Incident, Problem, and Change Management
</div><div>&middot; Proven ability to implement ITSM improvement initiatives that promote quality assurance and consistency
</div><div>&middot; Strong understanding of a broad range of IT systems and technologies, spanning Digital (web, mobile apps, databases), infrastructure, and applications
</div><div>&middot; Ability to develop and maintain high-quality relationships with stakeholders at all levels, within and outside the Fund
</div><div>&middot; Excellent spoken and written communication skills
</div><div>&middot; Strong negotiation, influencing, and problem-solving skills
</div><div>&middot; Proven ability to lead and inspire teams (indirectly) toward a common objective
</div><div>&middot; \ Dedication to excellent customer service and a collaborative, responsible, team-player attitude 
</div>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&rsquo;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.
What&rsquo;s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
Progress powered by purpose.
Agencies please note: this vacancy is being managed directly by AustralianSuper&rsquo;s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.</div> <div></div>

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.
Your New Role
Reporting to the Manager – Service Management, the Major Incident and Problem Manager is a key role for Technology Services and the Fund. T his role is responsible for the effective handling, management, coordination, and escalation of unplanned service interruptions, with the aim of restoring service as quickly as possible. During Major Incidents, this role leads the team tasked with speedy resolution, including internal resources and outsourced vendors.
This role is also responsible for coordinating the identification, diagnosis, and root-cause analysis of problems, and driving the problem management process – including a strong focus on proactive problem management.
Some of your duties will include, but not limited to:
· Coordinate responses to major unplanned service interruptions, prioritising the minimisation of business disruption and adherence to SLAs.
· Coordinate the management of Major Incidents, ensuring effective mobilisation of global response teams and prioritisation of tasks.
· Oversee all actions and recommendations necessary to resolve incidents, escalating to in-house experts or engaging external vendors as needed to minimise customer impact.
· Monitor and manage unresolved incidents, including problem analysis and resolution activities, while keeping key stakeholders informed of progress and escalation as required.
· Coordinate and manage post-incident reviews for major incidents, with a focus on root cause identification and driving actions to prevent reoccurrence.
· Lead problem management forums with stakeholders across the Fund, focusing on driving actions resulting from post-incident reviews.
What You’ll Need
· 8+ years demonstrated experience in Incident and/or Problem Management in a complex technology environment
· Relevant ITIL certifications with extensive knowledge of IT service management and ITIL processes, including Incident, Problem, and Change Management
· Proven ability to implement ITSM improvement initiatives that promote quality assurance and consistency
· Strong understanding of a broad range of IT systems and technologies, spanning Digital (web, mobile apps, databases), infrastructure, and applications
· Ability to develop and maintain high-quality relationships with stakeholders at all levels, within and outside the Fund
· Excellent spoken and written communication skills
· Strong negotiation, influencing, and problem-solving skills
· Proven ability to lead and inspire teams (indirectly) toward a common objective
· \ Dedication to excellent customer service and a collaborative, responsible, team-player attitude
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.
What’s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
Progress powered by purpose.
Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.

Major Incident & Problem Manager - AustralianSuper

Major Incident & Problem Manager

You must have B2C product delivery experience, strong technical and commercial skills, Agile leadership, problem-solving abilities, excellent communication, and a solid grasp of digital content and data privacy.

You will create a product roadmap, prioritize backlogs, monitor industry trends, collaborate across teams, serve as a portal ambassador, ensure feature alignment, and track product performance and feedback.

Product

<div>At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That&rsquo;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.
Your New Role
Reporting to the Digital Products Manager, the Product Owner &ndash; Member Portal is part of the Member Experience department accountable for the design, development and delivery of member services. This team strives to deliver optimal experiences to members in their interactions with the Fund.
The role is responsible for managing and enhancing the digital member experience, with a primary focus on delivering exceptional value to fund members through the organisation's member facing web portal. By engaging with business teams and members to understand their needs, and by analysing market trends and business opportunities, you will craft a compelling vision for the portal. Acting as the voice of the member in Agile ceremonies, you will collaborate with developers, designers, and testers to deliver high-quality increments that align with the product strategy.
Some of your duties will include, but not limited to:
&middot; Create and maintain a rolling 12 month product roadmap that balances Fund product and service, channel feature and product lifecycle needs based on providing features that members value.
&middot; Develop and maintain an appropriately prioritised backlog of user stories for implementation
&middot; Maintain a current view of key financial services industry developments in Member Portal features including the competitive positioning against other major superannuation funds.
&middot; Collaborate with architecture, user experience and sales, marketing, product and service teams to develop business requirements that leverage platform capabilities and technology roadmaps.
&middot; Act as an ambassador for the Member Portal internally and externally, and as the primary contact for queries related to the channel changes in particular related to strategic and major projects.
&middot; Work with internal delivery teams / partners to ensure that they are designing / developing features for members consistent with user stories and UX design:
&middot; Maintain visibility of ongoing product performance, member feedback (eg. Voice of Customer) and Total Cost of Ownership, incorporating relevant changes / features / fixes into product backlog
What You&rsquo;ll Need
&middot; Demonstrated successful delivery of digital products to market for B2C large scale markets
&middot; Combination of technical aptitude / judgement, commercial acumen and product management skills
&middot; Demonstrated negotiation and decision-making ability
&middot; Excellent problem solving, analytical and research skills, with a strong attention to detail and consideration of business impact.
&middot; Demonstrated experience in leading Agile teams, including defining and prioritising backlogs, participating in Scrum ceremonies, and delivering incremental value to stakeholders in a scaled Agile environment.
&middot; Well-developed communication and influencing skills; strong presentation skills.
&middot; Experience in building and maintaining relationships across the business to drive product development and growth.
&middot; Demonstrated experience in leveraging customer insights to build and develop tailored, innovative and differentiated products and solutions.
&middot; Strong understanding and appreciation of the end-end delivery process for digital products
&middot; Strong working understanding of digital content management, AI/chatbots, identity and data privacy
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&rsquo;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.
 What&rsquo;s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
Progress powered by purpose.
 Agencies please note: this vacancy is being managed directly by AustralianSuper&rsquo;s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.</div>
 <div>The AustralianSuper Story 
<div></div> 
<div>As a profit-to-member superannuation fund, AustralianSuper is run only for members, and is here to help members achieve their best possible retirement outcome . We don't pay profits or dividends to shareholders, so the money we make goes back into the fund.
We&rsquo;re an organisation of talented, inspiring colleagues and passionate leaders. As we continue to grow in size and complexity, we need people who will challenge our thinking, deliver outstanding outcomes and most importantly, share in our purpose.</div></div>

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.
Your New Role
Reporting to the Digital Products Manager, the Product Owner – Member Portal is part of the Member Experience department accountable for the design, development and delivery of member services. This team strives to deliver optimal experiences to members in their interactions with the Fund.
The role is responsible for managing and enhancing the digital member experience, with a primary focus on delivering exceptional value to fund members through the organisation's member facing web portal. By engaging with business teams and members to understand their needs, and by analysing market trends and business opportunities, you will craft a compelling vision for the portal. Acting as the voice of the member in Agile ceremonies, you will collaborate with developers, designers, and testers to deliver high-quality increments that align with the product strategy.
Some of your duties will include, but not limited to:
· Create and maintain a rolling 12 month product roadmap that balances Fund product and service, channel feature and product lifecycle needs based on providing features that members value.
· Develop and maintain an appropriately prioritised backlog of user stories for implementation
· Maintain a current view of key financial services industry developments in Member Portal features including the competitive positioning against other major superannuation funds.
· Collaborate with architecture, user experience and sales, marketing, product and service teams to develop business requirements that leverage platform capabilities and technology roadmaps.
· Act as an ambassador for the Member Portal internally and externally, and as the primary contact for queries related to the channel changes in particular related to strategic and major projects.
· Work with internal delivery teams / partners to ensure that they are designing / developing features for members consistent with user stories and UX design:
· Maintain visibility of ongoing product performance, member feedback (eg. Voice of Customer) and Total Cost of Ownership, incorporating relevant changes / features / fixes into product backlog
What You’ll Need
· Demonstrated successful delivery of digital products to market for B2C large scale markets
· Combination of technical aptitude / judgement, commercial acumen and product management skills
· Demonstrated negotiation and decision-making ability
· Excellent problem solving, analytical and research skills, with a strong attention to detail and consideration of business impact.
· Demonstrated experience in leading Agile teams, including defining and prioritising backlogs, participating in Scrum ceremonies, and delivering incremental value to stakeholders in a scaled Agile environment.
· Well-developed communication and influencing skills; strong presentation skills.
· Experience in building and maintaining relationships across the business to drive product development and growth.
· Demonstrated experience in leveraging customer insights to build and develop tailored, innovative and differentiated products and solutions.
· Strong understanding and appreciation of the end-end delivery process for digital products
· Strong working understanding of digital content management, AI/chatbots, identity and data privacy
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.
 What’s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
Progress powered by purpose.
 Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.
The AustralianSuper Story

As a profit-to-member superannuation fund, AustralianSuper is run only for members, and is here to help members achieve their best possible retirement outcome . We don't pay profits or dividends to shareholders, so the money we make goes back into the fund.
We’re an organisation of talented, inspiring colleagues and passionate leaders. As we continue to grow in size and complexity, we need people who will challenge our thinking, deliver outstanding outcomes and most importantly, share in our purpose.

Product Owner, Member Portal - AustralianSuper

Product Owner, Member Portal

You need 3+ years in superannuation admin, complaint management experience, strong communication, attention to detail, stakeholder skills, and proficiency in MS Office. Tertiary qualification and RG146 desired.

You will manage IDR complaints, investigate root causes, ensure compliance, advocate for resolutions, identify improvements, and maintain internal relationships to reduce escalations.

Customer Relations

People, HR & Administration

<div>At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That&rsquo;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. 
Your New Role
Reporting to the Manager Member Resolutions, your new role is part of the Member Resolution Team within the broader Member Sentiment Team. In this 6-month contract role you will be responsible for investigating and resolving complex complaints relating to service, platforms issues, delays, contributions etc. to ensure the fair, effective and timely resolution in accordance with Fund and regulatory requirements whilst embracing and driving change through education and communication of colleagues and stakeholders. 
You will have the ability to contribute to improving processes, respectfully challenge views and the status quo where required. You will have good problem-solving skills and will make recommendations that will help facilitate improved member experience, service, or engagement. 
Key duties include but are not limited to:
&middot; Manage administration IDR complaints.
&middot; Investigate and identify the root cause of the complaint.
&middot; Monitor your work queue to ensure timely and effective completion of complaints to a high quality.
&middot; Support and advocate for a culture that delivers resolutions and complete outcomes to complainants.
&middot; Ensure all activities are delivered in adherence with legislative and Fund requirements including RG 271 and the IDR Policy.
&middot; Adhere to reporting of complaint related breaches and incident management requirements.
&middot; Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency and or reduction of risk to the fund.
&middot; Nurture and maintain internal relationships across all levels of the Fund.
&middot; Establish a unified and collaborative culture to reduce the number of complaints that escalate to EDR.
&middot; Operate and make decisions according to the Fund&rsquo;s Policies, Standards and Procedures and the Fund&rsquo;s Key Decision Registers and the delegated authorities. 
What You&rsquo;ll Need
&middot; At least 3 years&rsquo; experience in a Superannuation administrative role, or in a related role.
&middot; Previous experience in complaint management.
&middot; Excellent written and verbal communication skills.
&middot; High attention to detail.
&middot; Good stakeholder management skills, with the ability to engage effectively at all levels.
&middot; Organisational skills with the ability to prioritise and manage the range of tasks required of this position.
&middot; Interpersonal skills which foster cooperation and teamwork in a close team environment.
&middot; Excellent working knowledge and experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, and other Microsoft applications.
&middot; Tertiary qualification in financial services, superannuation, or risk management (desired).
&middot; RG146 accreditation (desired &ndash; may need to be attained if not held). 
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&rsquo;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. 
What&rsquo;s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results. 
Progress powered by purpose. 
Agencies please note: this vacancy is being managed directly by AustralianSuper&rsquo;s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.</div> <div></div>

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.
Your New Role
Reporting to the Manager Member Resolutions, your new role is part of the Member Resolution Team within the broader Member Sentiment Team. In this 6-month contract role you will be responsible for investigating and resolving complex complaints relating to service, platforms issues, delays, contributions etc. to ensure the fair, effective and timely resolution in accordance with Fund and regulatory requirements whilst embracing and driving change through education and communication of colleagues and stakeholders.
You will have the ability to contribute to improving processes, respectfully challenge views and the status quo where required. You will have good problem-solving skills and will make recommendations that will help facilitate improved member experience, service, or engagement.
Key duties include but are not limited to:
· Manage administration IDR complaints.
· Investigate and identify the root cause of the complaint.
· Monitor your work queue to ensure timely and effective completion of complaints to a high quality.
· Support and advocate for a culture that delivers resolutions and complete outcomes to complainants.
· Ensure all activities are delivered in adherence with legislative and Fund requirements including RG 271 and the IDR Policy.
· Adhere to reporting of complaint related breaches and incident management requirements.
· Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency and or reduction of risk to the fund.
· Nurture and maintain internal relationships across all levels of the Fund.
· Establish a unified and collaborative culture to reduce the number of complaints that escalate to EDR.
· Operate and make decisions according to the Fund’s Policies, Standards and Procedures and the Fund’s Key Decision Registers and the delegated authorities.
What You’ll Need
· At least 3 years’ experience in a Superannuation administrative role, or in a related role.
· Previous experience in complaint management.
· Excellent written and verbal communication skills.
· High attention to detail.
· Good stakeholder management skills, with the ability to engage effectively at all levels.
· Organisational skills with the ability to prioritise and manage the range of tasks required of this position.
· Interpersonal skills which foster cooperation and teamwork in a close team environment.
· Excellent working knowledge and experience with Microsoft Word, Microsoft Excel, Microsoft Outlook, and other Microsoft applications.
· Tertiary qualification in financial services, superannuation, or risk management (desired).
· RG146 accreditation (desired – may need to be attained if not held).
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.
What’s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Progress powered by purpose.
Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.

Member Resolution Officer - Administration - AustralianSuper

Member Resolution Officer - Administration

You need 5+ years in superannuation, dispute resolution experience, RG146 or willingness to obtain, strong communication and analytical skills, and a solutions-oriented mindset.

You will manage EDR disputes, conduct detailed investigations, liaise for fair outcomes, produce complaint responses, maintain registers, and support management as needed.

Government & Politics

Legal

<div>At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That&rsquo;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. 
Your New Role
As a Dispute Resolution Officer, you will be an essential part of our Member Sentiment Team, dedicated to ensuring fair and effective resolutions for our members in accordance with Fund and regulatory standards, whilst driving a strong member first culture.
This role will work with complainants and other external parties (including the Australian Financial Complaints Authority) to ensure the efficient and fair resolution of complaints, complying with the Fund Complaints Framework and regulatory requirements. 
Duties and Responsibilities include but are not limited to:
&middot; Responsible for managing the end-to-end process for a broad range of EDR disputes.
&middot; Undertake detailed investigations and analysis of complaints and complex issues in relation to a broad range of topics. Assess and review materials to ensure all relevant information is organised and well summarised for the EDR scheme.
&middot; Liaise with the EDR Scheme to ensure fair and timely outcomes.
&middot; Produce clear, concise, and considered complaint responses.
&middot; Maintain accurate and up-to-date information in registers and databases to facilitate the provision of accurate reporting and information to the business.
&middot; Maintain strong working relationships with internal staff and external third parties.
&middot; Other activities as required to support and assist both the Dispute Resolution Manager and the Senior Manager Dispute Resolution 
What You&rsquo;ll Need
&middot; At least 5 years&rsquo; experience in superannuation.
&middot; Proven experience in dispute resolution and complex complaint management.
&middot; RG146 accreditation or willingness to obtain.
&middot; Excellent written and verbal communication skills including the ability to draft detailed and comprehensive findings and responses to EDR Schemes and complainants.
&middot; Well-developed investigation and analytical skills.
&middot; Able to work diligently, efficiently and pay close attention to detail.
&middot; Excellent organisational skills with the ability to prioritise and manage the range of tasks required of this position.
&middot; Demonstrated ability to think critically and make logical decisions.
&middot; Ability to work autonomously and pro-actively to meet deadlines.
&middot; Should be highly solutions oriented. 
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&rsquo;re happy to discuss what this looks like for you. 
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. 
What&rsquo;s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results. 
Australian or New Zealand citizenship or Australian permanent residency status is required. 
Progress powered by purpose. 
Agencies please note: this vacancy is being managed directly by AustralianSuper&rsquo;s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.</div>
 <div>The AustralianSuper Story 
<div></div> 
<div>As a profit-to-member superannuation fund, AustralianSuper is run only for members, and is here to help members achieve their best possible retirement outcome . We don't pay profits or dividends to shareholders, so the money we make goes back into the fund.
We&rsquo;re an organisation of talented, inspiring colleagues and passionate leaders. As we continue to grow in size and complexity, we need people who will challenge our thinking, deliver outstanding outcomes and most importantly, share in our purpose.</div></div>

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.
Your New Role
As a Dispute Resolution Officer, you will be an essential part of our Member Sentiment Team, dedicated to ensuring fair and effective resolutions for our members in accordance with Fund and regulatory standards, whilst driving a strong member first culture.
This role will work with complainants and other external parties (including the Australian Financial Complaints Authority) to ensure the efficient and fair resolution of complaints, complying with the Fund Complaints Framework and regulatory requirements.
Duties and Responsibilities include but are not limited to:
· Responsible for managing the end-to-end process for a broad range of EDR disputes.
· Undertake detailed investigations and analysis of complaints and complex issues in relation to a broad range of topics. Assess and review materials to ensure all relevant information is organised and well summarised for the EDR scheme.
· Liaise with the EDR Scheme to ensure fair and timely outcomes.
· Produce clear, concise, and considered complaint responses.
· Maintain accurate and up-to-date information in registers and databases to facilitate the provision of accurate reporting and information to the business.
· Maintain strong working relationships with internal staff and external third parties.
· Other activities as required to support and assist both the Dispute Resolution Manager and the Senior Manager Dispute Resolution
What You’ll Need
· At least 5 years’ experience in superannuation.
· Proven experience in dispute resolution and complex complaint management.
· RG146 accreditation or willingness to obtain.
· Excellent written and verbal communication skills including the ability to draft detailed and comprehensive findings and responses to EDR Schemes and complainants.
· Well-developed investigation and analytical skills.
· Able to work diligently, efficiently and pay close attention to detail.
· 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.
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 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.
What’s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
Progress powered by purpose.
Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.
The AustralianSuper Story

As a profit-to-member superannuation fund, AustralianSuper is run only for members, and is here to help members achieve their best possible retirement outcome . We don't pay profits or dividends to shareholders, so the money we make goes back into the fund.
We’re an organisation of talented, inspiring colleagues and passionate leaders. As we continue to grow in size and complexity, we need people who will challenge our thinking, deliver outstanding outcomes and most importantly, share in our purpose.

Dispute Resolution Officer - Admin - AustralianSuper

Dispute Resolution Officer - Admin

You need 5+ years in project management within superannuation, strong operations experience, stakeholder engagement skills, project lifecycle understanding, and ability to identify risks.

You will design change delivery practices, collaborate on initiatives, lead projects, manage risks, create work plans, and communicate progress and updates effectively to stakeholders.

Consulting

<div>At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That&rsquo;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. 
Your New Role
Reporting to the Member Domain Delivery Lead, the primary purpose of this role is to facilitate delivery of change and continuous improvement across the Member Domain. This will include support maintaining change delivery frameworks, artefacts and processes that will enable the efficient delivery of change to the Member Offer. The role will provide an advisory service to assist colleagues to deliver change but will also include managed delivery of change where required. 
Duties and Responsibilities include but are not limited to
<ul><li>Contribute to the design and development of the Member Domain Change Delivery practice
</li><li>Collaborate with initiative owners, subject matter experts, and facilitate meetings as required to determine delivery requirements.
</li><li>Lead and manage delivery of identified member change initiatives.
</li><li>Develop templates and internal communications as required to assist initiative owners to progress change delivery
</li><li>Assist colleagues within MS&amp;P to manage the change delivery pipeline
</li><li>Implement change through the application of best practice change delivery methodologies.
</li><li>Create a detailed work plan to identify and sequences the activities needed to successfully complete the assigned member domain change(s).
</li><li>Participate in the Member Domain Portfolio Impact Assessments process &amp; take lead of the collaboration across wider fund teams for the assigned member domain change(s).
</li><li>Monitors the progress of delivery and adjust as necessary to ensure the successful completion of the project.
</li><li>Identify, track, manage and mitigate risks on assigned member domain change(s).
</li><li>Where delivery control is in jeopardy, creates contingency plans with appropriate input from key team members and implements a revised delivery schedule, scope in a timely manner.
</li>Communicates progress, risks, expectations, timelines, milestones and other key delivery metrics to team members and member domain portfolio 
<li>
</li></ul>What You&rsquo;ll Need
<ul><li>5+ years working in a general Project management / Change Delivery role within superannuation or Financial Services
</li><li>Strong experience in superannuation operations
</li><li>Strong ability to engage and liaise with internal stakeholders
</li><li>Understanding of project life cycles and documentation
</li><li>Project coordination and business analyst skills and experience
</li><li>Strong written and oral communication skills
</li><li>Ability to prioritise and use initiative
</li>Ability to identify business risks. 
<li>
</li></ul>The successful applicant will have extensive industry experience, in addition to change/project/program delivery experience and will use that expertise to guide colleagues and initiative owners through the change delivery and business improvement process. 
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&rsquo;re happy to discuss what this looks like for you. 
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. 
What&rsquo;s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required. 
Progress powered by purpose. 
Agencies please note: this vacancy is being managed directly by AustralianSuper&rsquo;s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.</div> <div></div>

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.
Your New Role
Reporting to the Member Domain Delivery Lead, the primary purpose of this role is to facilitate delivery of change and continuous improvement across the Member Domain. This will include support maintaining change delivery frameworks, artefacts and processes that will enable the efficient delivery of change to the Member Offer. The role will provide an advisory service to assist colleagues to deliver change but will also include managed delivery of change where required.
Duties and Responsibilities include but are not limited to
Contribute to the design and development of the Member Domain Change Delivery practice
Collaborate with initiative owners, subject matter experts, and facilitate meetings as required to determine delivery requirements.
Lead and manage delivery of identified member change initiatives.
Develop templates and internal communications as required to assist initiative owners to progress change delivery
Assist colleagues within MS&P to manage the change delivery pipeline
Implement change through the application of best practice change delivery methodologies.
Create a detailed work plan to identify and sequences the activities needed to successfully complete the assigned member domain change(s).
Participate in the Member Domain Portfolio Impact Assessments process & take lead of the collaboration across wider fund teams for the assigned member domain change(s).
Monitors the progress of delivery and adjust as necessary to ensure the successful completion of the project.
Identify, track, manage and mitigate risks on assigned member domain change(s).
Where delivery control is in jeopardy, creates contingency plans with appropriate input from key team members and implements a revised delivery schedule, scope in a timely manner.
Communicates progress, risks, expectations, timelines, milestones and other key delivery metrics to team members and member domain portfolio

What You’ll Need
5+ years working in a general Project management / Change Delivery role within superannuation or Financial Services
Strong experience in superannuation operations
Strong ability to engage and liaise with internal stakeholders
Understanding of project life cycles and documentation
Project coordination and business analyst skills and experience
Strong written and oral communication skills
Ability to prioritise and use initiative
Ability to identify business risks.

The successful applicant will have extensive industry experience, in addition to change/project/program delivery experience and will use that expertise to guide colleagues and initiative owners through the change delivery and business improvement process.
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 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.
What’s Next
Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results.
Australian or New Zealand citizenship or Australian permanent residency status is required.
Progress powered by purpose.
Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.

AustralianSuper

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