Lead thematic process reviews from incident root-cause analysis to identify and implement process, system and control improvements that reduce incident volumes and member/business impact.
Act as the conduit between Incidents, Line 1 Risk (Controls Assurance), Data Quality (Novigi), Admin Ops and SMEs to define requirements, embed new controls, update SOPs, and secure control ownership.
Design and implement improved incident lifecycle workflows, triage/allocation practices, and workforce-management solutions to identify bottlenecks, resource needs and productivity gaps.
Manage small-scale process changes and support the embedding of centrally delivered transformation initiatives (e.g., Elevate), escalating unmitigated risks or compliance breaches to Risk & Compliance.
Monitor process performance using Lean/Six-Sigma techniques, remove waste and variation, and ensure processes remain compliant with legislative and regulatory obligations.

Bachelor’s degree (or equivalent) and proven operational experience in administration within financial services—ideally superannuation, insurance in super, or investments.
Demonstrated experience in process management or continuous improvement, with strong analytical, problem-solving and stakeholder-management skills.
Good understanding of the regulatory/legislative framework applicable to the superannuation industry and operational risk management.
Excellent verbal and written communication, presentation and facilitation skills, with the ability to update SOPs and drive change across onshore and offshore teams.

Process Manager – Incidents

Key skills