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
As a Contact Centre Incidents Analyst, you’ll play a key role in strengthening risk and governance across our Contact Centre channels. Working closely with Risk, Audit and internal & external stakeholders, you’ll support the end-to-end management of incidents, drive improvements to control frameworks, and help uplift operational risk maturity — ensuring we continue to deliver a trusted, high-quality experience for members.
In this role, you’ll:
- Manage end-to-end Contact Centre incidents, including investigation, coordination and closure
- Support and manage 3rd party providers with incident management and performance of incidents within the Contact Centre
- Support the uplift of risk, obligations and control frameworks across the Contact Centre channels
- Partner with internal stakeholders (Risk, Audit, Fraud and Operations) to drive audit actions and remediation outcomes
- Monitor key risk indicators, identify trends and recommend improvements to reduce risk exposure
- Prepare post-incident reviews, reporting and governance documentation for senior stakeholders
- Identify and implement continuous improvement initiatives to enhance processes, controls and member experience
What you’ll need:
- Experience in operational risk, audit, compliance or incident management (ideally within financial services or superannuation)
- Strong understanding of risk frameworks, controls and governance practices
- Experience managing incidents and driving remediation actions end-to-end
- Highly developed analytical and problem-solving skills, with strong attention to detail
- Ability to build effective stakeholder relationships and influence outcomes across teams
- Strong written and verbal communication skills, with experience preparing reports, documentation and presentations skills
Life at AustralianSuper
AustralianSuper is committed to colleague development, offering learning, coaching and career opportunities across our growing organisation. We support flexible, blended working and are happy to discuss what this looks like for you.
We cultivate a workplace that champions safety, respect, inclusiveness and diversity. If you require any reasonable adjustments to the recruitment process or 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 want to make a meaningful impact supporting investment delivery for our members.
Important information
AustralianSuper uses AI to review resumes and conduct initial phone interviews. When invited, candidates may opt for a traditional phone screening instead.
For information on how we handle personal data, please refer to our Candidate Privacy Policy:
https://www.australiansuper.com/careers/candidate-privacy-notice
Australian or New Zealand citizenship or Australian permanent residency is required.
Agencies please note: this role is being managed directly by AustralianSuper’s Talent Acquisition team.
Skills Required
- Experience in operational risk, audit, compliance or incident management
- Experience within financial services or superannuation
- Strong understanding of risk frameworks, controls and governance practices
- Experience managing incidents and driving remediation actions end-to-end
- Highly developed analytical and problem-solving skills with strong attention to detail
- Ability to build effective stakeholder relationships and influence outcomes across teams
- Strong written and verbal communication skills, with experience preparing reports, documentation and presentations
- Australian or New Zealand citizenship or Australian permanent residency
What We Do
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. ----------------------------------------------------------------------------------------- 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. By participating in the AustralianSuper’s LinkedIn community, you agree to adhere to our House Rules: ausup.me/HouseRules ______________________________________________________________________________________ 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.
