Senior Client Operations Analyst
IRESS
Melbourne
4d ago

See yourself being part of a large, transformational change? This could be the role for you!

Iress is continuing to hire for roles during Covid-19 with all interviewing and on-boarding done virtually . Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.

Who we are

At Iress, 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.

From the world’s most established financial brands to new and disruptive players, we help improve every aspect of our clients’ businesses so that they can work better, every day.

Iress is one of Australia’s largest technology companies and employs more than 1,900 people across Australia, United Kingdom, South Africa, Canada, New Zealand and Asia.

The role

We provide an automated superannuation administration service to the superannuation industry. The Iress superannuation administration platform is an integrated and automated solution leveraging software to maximise automation and reduce manual handling.

As a Senior Client Operations Analyst you will report to the Operations Manager and lead a team of Operations Analysts where you will be responsible for monitoring automated processes as well as analysing, investigating and resolving any exceptions from these processes.

While the administration service is automated some data entry is also required.

You will also be encouraged to identify opportunities for improvements. You will also assist in implementing improvements across both the technical platform and operating model.

We focus on quality and client satisfaction and this role is critical to ensure this occurs

What you will be doing

Supervision and oversight of a team of operational analysts

Monitor and supervise the provision of superannuation services via Iress’ automated administration platform in accordance with Iress’ operating model

Monitor and control all documentation and client service issues as they arise in the platform.

Understand, monitor, maintain and analyse the automated service to ensure Service Level Agreements (SLA) are met or exceeded

Understand, monitor, maintain and analyse the superannuation service and outcomes to ensure the services are delivered in line with Iress’ quality control procedures and protocols

Understand, monitor and maintain the automated service to ensure legislative compliance is maintained

Investigation of exceptions, identify and apply rectification activities to deliver the business outcome within quality, SLA and legislative objectives

Analyse financial transactions and validate account updates

Provide assessment of service performance and provide regular reports on the status and adherence to relevant service level agreements both internally and for relevant clients

Investigate and provide assessment of incident, breach or complaints as raised to ensure the relevant information is updated in accordance with Iress’s policy and procedures

Develop and define technical strategies to ensure errors and exceptions are effectively identified, managed and rectified

Identification and design of improvements to the automated superannuation administration service across both the technical platform and operating model

Manage the implementation of technical enhancements as well as improvements to the operating model and business processes

Assist the Iress technology teams in defining and developing new and improved processes for implementation in the administration platform

Assist the Iress technology teams to define and develop solutions to address regulatory requirements.

Establish and execute quality assurance processes and analyse results to confirm adherence to business and legislative requirements

Support Operations Manager in managing the relationships and services with clients

What you will need

At least five years’ experience in the Superannuation or Financial Planning industry

Formal superannuation qualifications (or the undertaking to complete RG-146 within 12 months of appointment)

Practical experience with superannuation technology systems. Experience with Acurity and Open Text products will be highly regarded

Good understanding of software development life cycle (SDLC)

Demonstrate genuine customer services skill

Knowledge of the majority of processes within superannuation administration

Demonstrate a willingness to identify areas of improvement and bring this to the attention of management

Why work with us

Competitive remuneration

Global opportunities

State-of-the-art offices

Casual dress, flexible work policy

Access to learning and development programs

3 days’ leave per year for charity initiatives

Global 36-hour hackathon

Table tennis, pool tables, meditation rooms

Subsidised Myki

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.

Full time

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