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Senior Incident & Complaints Analyst

Iress Wollongong, Australia
Posted 1 day ago Permanent Competitive
Senior Incident & Complaints Analyst
See yourself being part of a large, transformational change? This could be the role for you!

At Iress, we make things happen

We believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. More than 10,000 businesses and 500,000 people use our software, from the world's most iconic financial services brands to advice firms of all sizes, banks, insurers, investment managers, traders and brokers. Iress is one of Australia's largest technology companies and employs more than 2,000 people across Australia, The United Kingdom, Africa, Canada, France, New Zealand and Asia.

Build your career at Iress!

The Senior Incidents & Complaints Analyst role is responsible for appropriately managing superannuation administration incidents and complaints. This involves working with stakeholders to manage and report on incidents and complaints across some of our clients and to further develop our internal processes.

Some of the awesome things you'll be involved with:

  • Working with internal and external stakeholders to record, report, contain, remediate, and review incidents and complaints across a variety of clients, in line with applicable laws, contractual obligations, and service level agreements.
  • Conduct incident and complaint impact assessments, root cause analysis, and document proposed incident remediation plans for internal and external approval.
  • Work with internal teams to implement required remediation activities.
  • Conduct and document Post Incident Reviews, and implement prevention steps to reduce the likelihood of recurrence.
  • Work with internal and external stakeholders to identify, develop and implement processes and control uplift opportunities.
  • Document complaint key learnings.
  • Ensure internal and external incidents and complaints reporting are maintained.
  • Attend Client Incident and Breach meetings as required.
  • Identify and report systemic incidents and complaints.
  • Work as a team to ensure incidents and complaints are managed within agreed service levels.
  • Ensure the required incidents and complaints information is accurately captured in relevant Jira projects.
  • Provide technical advice to internal and external stakeholders on incidents and complaints as required.
  • Maintain knowledge of and changes to relevant superannuation laws and regulatory reports.

What you will bring:

  • RG 146 and a deep understanding of the superannuation administration processes, and related obligations.
  • Experience in managing obligations relating to incident management and internal dispute resolution.
  • The ability to effectively communicate with and manage internal and external stakeholders to achieve required outcomes.
  • Strong written and verbal communication.
  • Ability to complete calculations required to remediate incidents and complaints including compensation.
  • Ability to reduce to reduce preventable recurring incidents and complaints through undertaking root cause analysis and providing recommendations to effectively address causes.
  • Ability to produce internal and incidents and complaints reporting and insights.
  • A curious, open, and growth mindset, with the ability to apply creative and pragmatic approaches to solving problems.

Why work with us?
  • 8 additional paid days per year to extend your weekends
  • Hybrid working
  • Generous cash bonus for every successful referral
  • Starting school leave - 8.5 days of leave to assist your children with the transition to school
  • Up to 26 weeks' paid parental leave for primary carers (up to 4 weeks for secondary carers), and the ability to work part-time when returning to work
  • 3 days' paid leave per year to participate in charity initiatives
  • Discounted health insurance premiums
  • Access to learning and development programs through Udemy

Iress is committed to fostering a welcoming and inclusive culture. We strongly believe that diversity is what makes our teams and our products succeed. Our people have different experiences, skills, perspectives and beliefs and everyone's uniqueness is valued and celebrated.

Our hiring decisions are never based on sexual orientation, race, gender identity, religion, disability, citizenship, marital or family status and age. Even if you feel you don't meet all of the requirements of the role, we would still like to hear from you!

We're also proud to be globally recognised as a WORK180 Endorsed Employer that promotes and supports all women in the workplace.

For more information about what we do, our people and values, please visit our website - https://www.iress.com/join-us/careers/

#LI-Hybrid

Employment Type
Employee

Time Type
Full time
Job ID  V-09073
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