Senior Incidents and Complaints Analyst

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.

We are looking for someone with RG 146 and a deep understanding of the superannuation administration processes, and related obligations. This role is responsible for managing superannuation administration incidents and complaints.

Job specification

• 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.

Skills Required:

• 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 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.

What you will get in return:

• A genuinely unique opportunity to be part of an expanding large global business.
• Competitive remuneration commensurate with skills and experience.
• Training and development opportunities.

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.