Client Operations Analyst - Superannuation

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.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Client Operations Analyst - Superannuation

Location : Melbourne or Brisbane

Description

As a Client Operations Analyst you will report to a Team Leader/Senior Client Operations Analyst and 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.

Key Responsibilities

- Provision of superannuation services via automated administration platform in accordance with company operating model.
- Understand, monitor, maintain and analyse the superannuation service and outcomes to ensure the services are delivered in line with quality control procedures and protocols.
- Understand, monitor, maintain and analyse the automated service to ensure Service Level Agreements (SLA) are met or exceeded.
- 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 assist in the compilation of regular reports on the status and adherence to relevant service level agreements both internally and for relevant clients.
- Investigate and provide assessment of any incident, breach or complaint to ensure the relevant information is updated in accordance with policy and procedures.
- Assist with identification and design of improvements to the automated superannuation administration service across both the technical platform and operating model.
- Assist and support implementing technical enhancements as well as improvements to the operating model and business processes.
- Assist the technology teams in defining and developing new and improved processes for implementation in the administration platform.
- Assist the 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 Senior Operations Analyst in managing the relationships and services with clients.
- Actively manage a professional relationship with clients at all levels, including their call centres.

Skills Required:

- At least two 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.
- A general understanding of the software development life cycle (SDLC).
- Demonstrate genuine customer services skills.
- Knowledge of the majority of processes associated with superannuation administration
- Understanding of accounting principles and double entry accounting

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

Additional information:

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.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please https://www.apexgroup.com/corporate-social-responsibility/

“Personal data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential. Such personal data can be accessed by different Apex stakeholders within and out of country for the consideration of the job application hereunder. Application made by the job applicant(s) constitutes the irrevocable consent of the job applicant for her/his personal data to be used by Apex stakeholders within or outside country for the purpose of this recruitment.”

Disclaimer : Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.