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- Develop and maintain effective working relationships with service partners to facilitate cooperative discussions regarding process failures.
- Provide coaching and feedback to service partners to improve the quality of incident reports and enhance the effectiveness of incident management.
- Review complaint responses escalated from service partners and provide feedback and/or coaching to ensure high-quality responses.
- Regularly update incidents and complaints management software, as well as the CAMMS portal incident query registers, to ensure efficient tracking and resolution of issues.
- Prepare complaints and ad hoc incident reports for key stakeholders.
- Previous experience in a line 1 or line 2 compliance role in superannuation/financial services.
- Knowledge of superannuation law and complaint management is highly regarded.
- Demonstrated abilities in key stakeholder engagement and influencing.
- Ability to prepare high-quality written reports for presentation to senior stakeholders.
- A commercial orientation with a continuous improvement mindset.
- Tertiary qualification in Business, Finance, Law, or related field.
- Experience implementing change management programs is highly regarded.
- A warm, open, and supportive culture.
- An attractive remuneration package, including reward and recognition programs.
- An employee wellness program, including discounted health insurance and an employee assistance program.
- A workplace volunteering and giving program to enable you to help others in the community.
- Discounted tax and estate planning services.
- 16 weeks paid parental leave for the primary carer.
- A great central CBD location, modern office fit-out, and end-of-trip facilities.
- A flexible/hybrid working environment.
Incidents And Complaints Manager - Sydney - Equity Trustees
1 week ago

Description
About the Role
We are seeking a skilled professional to join our Corporate and Superannuation Trustee Service (CSTS) team.
Main Responsibilities
What You Need to Succeed
About Us
We are Equity Trustees, one of Australia's largest specialist trustee companies. We help our clients grow, manage, and protect their wealth now and for future generations. As a trustee company, we are responsible for always acting in our client's best interests, ensuring they feel safe, valued, and cared for.
What We Offer
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