At Equip, we’re focused on helping our members prepare for, and enjoy financial freedom in retirement. As a profit‑to‑member industry superannuation fund, everything we do is guided by strong governance, long term thinking and high quality service. Headquartered in Melbourne, we’ve grown into a national fund serving diverse industries across Australia.
Joining Equip means joining a supportive, purpose driven organisation with a member centred culture and a people focused environment. We support genuine flexible and hybrid working, opportunities for learning, development, and career growth and our people have access to a range of benefits and discounts spanning wellbeing, health, fitness, technology, entertainment and shopping.
Job Description
As we continue to evolve and grow, we’re seeking an experienced Complaints and Incidents Lead to join our Advice team in a newly created, high impact role. This is a senior individual contributor role with responsibility for the end to end management of advice related incidents, complaints and remediation activities, supporting effective risk management and positive member outcomes.
In this role, you’ll be trusted to independently manage complex, high visibility matters while working closely with Advice, Risk, Compliance and Trustee stakeholders.
Some of your key responsibilities include:
Management of advice related incidents and complaints, from identification through to resolution and remediation
Leading Internal Dispute Resolution (IDR) processes in line with RG271
Assessing incidents for member impact and overseeing remediation activities in line with RG277
Managing regulatory timeframes and engaging directly with regulators, auditors and AFCA as required
Contributing to insightful reporting to senior leadership, Executive and Board
Acting as the primary liaison with the Trustee to ensure alignment across complaints and incident management practices
This role operates in a lean, high trust environment, with multiple streams of work and exposure to broader advice assurance and member experience initiatives.
While our preference is for this role to be located in Melbourne, we are open to interstate applications.
Desired Skills and Experience
You’re a pragmatic professional who values accountability and member fairness.
You’ll bring:
Demonstrated experience in incidents, breaches and/or complaints management within financial services, ideally financial advice or superannuation operations
Strong working knowledge of RG271 (IDR) and RG277 (Remediation)
Confidence engaging with regulators, auditors and senior stakeholders
Strong analytical capability and experience delivering meaningful risk and complaints reporting
The ability to work autonomously, manage competing priorities and exercise sound judgement
Highly regarded:
RG146 (or equivalent advice regulatory knowledge)
Power BI or Tableau reporting experience
Not sure you meet every requirement? We encourage you to apply. We value diverse perspectives and potential.
Our Commitment to Inclusion
Equip Super is committed to creating an inclusive, safe, and equitable workplace. We welcome applications from people of all backgrounds, identities, and experiences including First Nations peoples, culturally and linguistically diverse communities, LGBTQIA+ people, people with disability, and those returning to the workforce. If you require adjustments at any stage of the recruitment process, we’re here to support you.
How to Apply: Please apply with your CV. No need to include a cover letter unless you’d like to provide more context to your application.
Recruitment agencies play an important role in our overall talent strategy; however, this vacancy is being managed by our internal team. Please note that we are unable to accept unsolicited or floated CVs or profiles.
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