Incident Resolution Analyst

About Apex Group

Founded in Bermuda in 2003, Apex Group has grown into one of the world's largest providers of fund administration and middle office solutions. Operating with a global reach and local presence, Apex supports clients across 112 offices with around 13,000 employees. The company values energetic and passionate individuals, offering an environment that nurtures personal skills and encourages innovation to transform the industry.

Position Overview

The Incident Resolution Analyst role, based in Wollongong, involves managing superannuation administration incidents. This includes validating issues, implementing remediation measures, performing root cause analyses, and reporting actions taken to resolve and prevent future occurrences of incidents.

Key Responsibilities

• Utilize advanced knowledge of client-specific rules, operational systems, and relevant legislation to efficiently analyze, rectify, and prevent incidents.
• Collaborate with both internal teams and external stakeholders to ensure timely review and resolution of incidents aligned with legal requirements, company policies, and service level agreements.
• Conduct detailed assessments of incidents to document impact, devise appropriate remediation plans, and oversee their execution for all affected parties.
• Analyze data extensively, perform complex calculations such as compensation evaluations, and apply necessary adjustments to member accounts.
• Carry out comprehensive root cause analyses and partner with stakeholders to design and implement preventative measures to minimize recurrence risk.
• Maintain accurate internal and external incident reporting records.
• Participate in client incident meetings as necessary to provide updates and insights.

Required Skills and Qualifications

• Compliance with RG 146 certification and substantial understanding of superannuation administration processes and obligations.
• Familiarity with the superannuation regulatory landscape, taxation rules related to superannuation, and any evolving regulatory or legislative changes.
• Proven ability to communicate effectively and manage relationships with various internal and external stakeholders to reach desired outcomes.
• Strong proficiency in both written and verbal communication, including client interaction skills.
• Advanced skills in Microsoft Excel.
• A curious, open, and growth-oriented mindset with creativity in practical problem-solving approaches.

Benefits and Opportunities

• Chance to join a rapidly expanding global organization.
• Competitive salary aligned with skills and experience.
• Access to training and development programs.

Additional Information

Apex Group is committed to equal opportunity employment, ensuring selection decisions are based solely on skills, qualifications, and experience without discrimination against gender, identity, marital status, race, nationality, ethnicity, age, sexual orientation, socioeconomic status, caregiving responsibilities, or disabilities. The company emphasizes corporate social responsibility by positively impacting people, society, and the environment.

Personal data from applicants will be used strictly for recruitment purposes and handled with confidentiality, possibly accessed by Apex stakeholders both domestically and internationally for evaluation.

Note: Apex does not accept unsolicited CVs from recruitment agencies for this position. Recruitment is handled directly or through designated exclusive partners.