The Role

The Senior Associate, Complaints and Assurance will play a critical role in ensuring the integrity, efficiency, and effectiveness of operational processes within the Investor Services (Contact Centre) division, while proactively identifying and managing risks. This position requires a strategic thinker with strong analytical skills who can collaborate across departments to enhance operational performance, mitigate risks, and provide support to Investor Services Team Leaders and frontline Investor Services team members.

The opportunity is part of the Business Operations department, and the successful candidate will gain valuable exposure to the essential operational functions that position Automic as a market leader in the registry space. 

Key responsibilities will include providing support and 2IC duties to Investor Services Team Leaders, overseeing quality assurance, managing complaints, and incident management. The successful applicant will also act as a risk champion or L1 risk lead, working closely with management and the risk and compliance department to ensure that operational risks are effectively addressed within the contact centre context.

Responsibilities 

• Supporting both the Sydney and Perth Investor Services Team Leaders with leadership responsibilities of the two Investor Services Teams. Supporting with questions, escalations, reporting, coaching and team engagement activities. 
• Establish processes and monitoring to ensure the organization's complaints process (intake, investigation, resolution, escalation, and root cause analysis/treatment of potential issues) is executed across the Business Operations division. This will involve the acknowledgment, logging, tracking, and reporting of complaints from Automic’s centralized complaints management system, ensuring the fair, timely, and consistent resolution of complaints in line with policies and regulatory obligations.
• Ensure that incidents are logged across all Business Operations divisions, and that investigations into root causes and process enhancements are undertaken for each incident, as applicable. The role will also require ongoing reporting to the Head of Operations, Compliance, and Line 2 Risk Management on the status of incidents across the division.
• Oversee and ensure compliance with regulatory requirements for complaint handling and incident management (e.g., AFCA, ASIC in Australia), as well as maintaining audit-ready records of all complaints, incidents, and resolutions.
• Work closely with key Operations teams to undertake systematic design and operating effectiveness testing of key operational controls. Report the outcomes of control reviews to the relevant manager and Head of Business Operations. Undertake bespoke assurance work following process/product changes or to support the Senior Manager of Investor Services with ongoing call monitoring and assurance activities.
• Act as a “Risk Champion” for all staff across the Business Operations division. This will involve being an escalation point for a range of risk issues that arise in day-to-day operations. The Risk Champion will also be a key point of contact for the dedicated Operational Risk and Compliance function, working closely with the Risk Champion on a range of topics covering financial crime, data privacy, incident management, operational risk, and compliance.
• Work closely with cross-functional teams to foster a culture of risk awareness and operational excellence, this will involve the facilitation of training sessions and workshops to enhance operational excellence and risk culture across the organisation. This will also involve acting as a conduit between operational teams and senior management to communicate risks and operational challenges effectively.
• Lead and participate in process improvement initiatives whilst staying current with industry trends and best practices in operations and risk management to ensure the organisation remains competitive.