Incident Operations Specialist at AustralianSuper

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

29 Jun, 26

Salary

0.0

Posted On

31 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Oversight, Remediation, Stakeholder Management, Process Improvement, Operational Risk Management, Root Cause Analysis, Control Uplift, GRC System, Communication, Prioritization, Autonomy, Attention To Detail, Risk-Based Decisions, Superannuation, Insurance, Compliance

Industry

Financial Services

Description

Please note this is a 9-month opportunity. 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. We are dedicated to building a high-performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members. Your New Role Reporting to the Operations Manager, Service Performance, the Incident Operations Specialist plays a critical role in overseeing and improving the management of operational incidents across Member Operations, including incidents arising from third‑party service providers. This role focuses on incident oversight, remediation, stakeholder management and process improvement, ensuring incidents are resolved effectively, impacts to members are addressed, and controls are uplifted to prevent reoccurrence. You will work closely with internal teams, insurers, administrators and remediation specialists to deliver fair, timely and compliant outcomes for members and employers. Key responsibilities include: * Active management and oversight of a portfolio of operational incidents and breaches * Creating and maintaining accurate incident records within the GRC system * Overseeing remediation and rectification activities in line with Fund policies and delegated authorities * Supporting analysis of impacted member cohorts and providing SME input into remediation activities * Developing and overseeing clear communications to impacted members and businesses * Conducting and contributing to systemic incident reviews to identify root causes and control improvements * Driving process, controls and business rule uplift to reduce the likelihood of future incidents * Managing internal and external stakeholders to ensure incidents are resolved within agreed timeframes * Holding third‑party service providers accountable through active oversight and escalation What You’ll Need * 5+ years experience in a similar role within superannuation and/or insurance * Experience managing and resolving incidents * Solid understanding of operational risk management principles * Strong stakeholder management skills with the ability to influence outcomes * Ability to prioritise workloads and manage multiple issues concurrently * Well‑developed written and verbal communication skills * Confidence working autonomously while contributing effectively within a team * Strong attention to detail and sound judgement when making risk‑based decisions 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. AustralianSuper uses AI to review resumes and conduct initial phone interviews. This involves processing your resume, cover letter, and voice recording in Australia and the USA to help assess your suitability for the applied role. When invited to an AI phone screening, you may opt for a traditional phone screening instead. For information on how we handle your personal data, please refer to our Candidate Privacy Policy. https://www.australiansuper.com/careers/candidate-privacy-notice [https://mcas-proxyweb.mcas.ms/certificate-checker?login=false&originalUrl=https://www.australiansuper.com.mcas.ms/careers/candidate-privacy-notice?McasTsid=20892&McasCSRF=e015018d80db77b71e2ce8371cb84680b28e47595fffb22bc018867df9f45b89] Australian or New Zealand citizenship or Australian permanent residency status is required. 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.

Responsibilities

The Incident Operations Specialist oversees and improves the management of operational incidents across Member Operations, focusing on effective resolution, addressing member impacts, and enhancing controls to prevent recurrence. Key duties involve active management of incident portfolios, maintaining accurate records, overseeing remediation activities, and driving process improvements.