Client Operations Analyst

Last updated 1 hours ago
Job Type:Full Time

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

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 Client Operations Analyst, you will support a Senior Client Operations Analyst and 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’ll 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 ensuring its success.

What you will be doing:

  • Provision of superannuation services via Iress’ automated administration platform in accordance with Iress’ operating model.

  • 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, 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 Iress’ 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 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 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

What you will need:

  • 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 using Acurity and Open Text products is highly desirable but not essential

  • A general understanding of the software development life cycle (SDLC)

  • Genuine customer services skills and knowledge of all processes within superannuation administration

  • Demonstrate a willingness and potential to learn and a proven ability to accurately

  • follow procedures.

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

  • attention of management.

Why work with us:

  • Competitive base salary

  • Global opportunities

  • State-of-the-art offices

  • Casual dress, flexible work policy

  • Access to various 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.

Employment Type


Time Type

Full time