Contact Centre Incident Analyst

At AustralianSuper, we truly care about our colleagues.

We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

We are dedicated to building a high‑performance environment underpinned by a strong risk culture, ensuring we deliver the best outcomes for our members.

Your new role

As a Contact Centre Incidents Analyst, you'll play a key role in strengthening risk and governance across our Contact Centre channels. Working closely with Risk, Audit and internal & external stakeholders, you'll support the end-to-end management of incidents, drive improvements to control frameworks, and help uplift operational risk maturity - ensuring we continue to deliver a trusted, high-quality experience for members.

In this role, you'll:

Manage end-to-end Contact Centre incidents, including investigation, coordination and closure

Support and manage 3rd party providers with incident management and performance of incidents within the Contact Centre

Support the uplift of risk, obligations and control frameworks across the Contact Centre channels

Partner with internal stakeholders (Risk, Audit, Fraud and Operations) to drive audit actions and remediation outcomes

Monitor key risk indicators, identify trends and recommend improvements to reduce risk exposure

Prepare post-incident reviews, reporting and governance documentation for senior stakeholders

Identify and implement continuous improvement initiatives to enhance processes, controls and member experience

What you'll need:

Experience in operational risk, audit, compliance or incident management (ideally within financial services or superannuation)

Strong understanding of risk frameworks, controls and governance practices

Experience managing incidents and driving remediation actions end-to-end

Highly developed analytical and problem-solving skills, with strong attention to detail

Ability to build effective stakeholder relationships and influence outcomes across teams

Strong written and verbal communication skills, with experience preparing reports, documentation and presentations skills

Life at AustralianSuper

AustralianSuper is committed to colleague development, offering learning, coaching and career opportunities across our growing organisation. We support flexible, blended working and are happy to discuss what this looks like for you.

We cultivate a workplace that champions safety, respect, inclusiveness and diversity. If you require any reasonable adjustments to the recruitment process or role, please let our recruitment team know.

What's next

Important information

AustralianSuper uses AI to review resumes and conduct initial phone interviews. When invited, candidates may opt for a traditional phone screening instead.

For information on how we handle personal data, please refer to our Candidate Privacy Policy:

Australian or New Zealand citizenship or Australian permanent residency is required.

Agencies please note: this role is being managed directly by AustralianSuper's Talent Acquisition team.