Job Description

Incident Operations Specialist

• 12-month Max Term Agreement, full‑time position
• Open to Melbourne or Sydney based candidates
• Flexible, hybrid working environment
• Drive insurance and claims incident resolution, operational improvement and member outcomes across a complex financial services environment

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

Are you an experienced operational specialist who enjoys solving complex problems, investigating issues and driving meaningful improvement?

As Incident Operations Specialist, you'll manage and investigate operational incidents across Member Operations, working with internal stakeholders and external service providers to resolve issues, identify root causes and implement sustainable system and process improvements.

Combining incident management, stakeholder engagement and continuous improvement, you'll help strengthen processes, controls and systems while reducing operational risk and improving member outcomes.

We're looking for someone who can work autonomously, navigate complex stakeholder environments and deliver outcomes in a fast-paced, regulated environment.

Candidates are likely to come from superannuation, life insurance, claims, remediation, operational risk, complaints or broader financial services operations backgrounds, and will preferably have experience working across Life Insurance products.

What You'll Do

• Manage complex insurance incidents, breaches and remediation activities across Member Operations
• Coordinate investigations and resolution activities with internal stakeholders and external third-party providers
• Conduct root cause analysis of insurance and claims incidents and identify opportunities to strengthen processes, controls and systems
• Support remediation outcomes and communications for impacted members together with our key stakeholders
• Use incident insights and data to drive continuous improvement and risk reduction

What You'll Need

• Experience within superannuation, life insurance, claims, financial services operations or another regulated environment (preferably Life Insurance)
• Background in incident management, investigations, complaints, remediation, operational risk or compliance functions
• Strong analytical and problem-solving skills with the ability to identify and investigate root causes and formulate practical solutions
• Proven stakeholder management skills, including experience working with third-party providers / administrators
• Excellent verbal and written communication skills and the ability to influence outcomes across diverse stakeholder groups
• Ability to manage competing priorities and deliver results in a fast-paced environment
• Experience using governance, risk or incident management systems
• Interest in leveraging AI and modern technologies to improve operational effectiveness

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

If you’re ready to bring your energy, integrity, generosity of spirit and passion for excellent outcomes to a team helping protect members through stronger operational performance and continuous improvement, apply now!

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

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AustralianSuper may use 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.