Head of Operations Escalations

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion. That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience. Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you Head of Operations Escalations & Change Location: Brisbane Job specification Lead a team of 6–7 staff responsible for managing escalated issues from administration operations, ensuring timely and effective resolution. Develop and maintain escalation workflows to manage high-priority or high-impact member and employer issues, balancing service standards with operational feasibility. Track and report on resolution timelines, root causes, and preventative actions, embedding continuous improvement into operational support. Provide high-quality insights to the COO and executive team on systemic operational challenges and opportunities for improvement. Oversee the operational implementation of change originating from Novigi (technology partner) and internal transformation projects. Manage the intake, prioritisation, and delivery of change initiatives impacting the administration function. Ensure changes are rolled out effectively within business teams, including process updates, system configuration, and team training. Support stakeholder engagement, risk identification, and post-implementation reviews to validate outcomes and sustainability. Act as the primary conduit for technical and system-related issues being escalated back to Novigi, ensuring structured communication and traceable resolution. Coordinate with Novigi on troubleshooting, patching, and development priorities relating to Acurity, supporting administration platforms, and supporting infrastructure. Translate operational needs into clear technical requests and ensure timely feedback loops between business and technology teams. Work closely with internal stakeholders including Administration Services, Product & Technology, and Transformation teams to ensure cross-functional alignment. Champion a problem‑solving culture and support operational teams with process optimisation and knowledge uplift. Monitor and report on KPIs including resolution times, implementation effectiveness, and stakeholder feedback scores. Support development of business continuity protocols and risk mitigations within the administration function Skills Required Formal qualifications and / or degree in a relevant field (Business, Superannuation, Financial Services, Technology). RG146 qualification or commitment to obtain. Deep knowledge of superannuation legislation, administration processes, and compliance obligations. Demonstrated experience leading operational support teams in a superannuation or financial services environment. Experience with administration systems (Acurity), workflow tools (Zendesk, Jira), and advanced data analysis (SQL). Strong delivery skills across both technical and process-related change initiatives. Excellent problem‑solving skills with a focus on root cause analysis and continuous improvement. Proven ability to engage with multiple stakeholder groups including executives, technology providers, and operational leaders. Strong interpersonal and leadership skills, with the ability to guide a team through periods of change. High attention to detail and a strong sense of accountability and ownership. What you will get in return A genuinely unique opportunity to be part of an expanding large global business; Competitive remuneration commensurate with skills and experience; Training and development opportunities Additional information We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences. We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet. For more information on our commitment to Corporate Social Responsibility (CSR) please data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential. Such personal data can be accessed by different Apex stakeholders within and out of country for the consideration of the job application hereunder. Application made by the job applicant(s) constitutes the irrevocable consent of the job applicant for her / his personal data to be used by Apex stakeholders within or outside country for the purpose of this recruitment.” Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners. #J-18808-Ljbffr