This role is responsible for leading a fund-wide uplift of member correction and incident handling processes. Multiple teams currently manage complaints, incidents, remediation and corrections using inconsistent, poorly documented, and variably applied practices.

A detailed review has already been completed with a defined set of recommended actions. The focus of this role is to take those actions and operationalise them, delivering consistent, policy-aligned, well-documented, and operationally viable member correction processes across the fund.

Duration: 6 - months

Location: Melbourne or Sydney (Remote work option is available). 

Project & Change Delivery: 

• Take ownership of the agreed actions from the completed review and translate them into a clear, structured project plan.
• Identify and manage interdependencies across teams, systems, business rules, and policies.
• Establish project governance, milestones, reporting, and delivery cadence.
• Drive change through coordination rather than remediation.

Process Review, Design & Documentation: 

• Review existing member correction, incident, and complaint-related processes across multiple teams.

Policy & Control Uplift: 

• Assess alignment of uplifted processes with existing policies.
• Identify policy gaps and lead the development of new or updated policies. 

Operational Viability: 

• Work closely with the external administrator to ensure redesigned processes are operationally feasible and sustainable.

• Strong experience in project management and/or change management roles.
• Demonstrated capability in process design, documentation, and uplift.
• Experience working across multiple teams with differing practices and maturity.
• Ability to translate review findings into executable delivery plans.