Incident Response Analyst (Insurance & Member administration)

Careers with Impact

More than one million Australians trust us with their money, and that trust shapes how we work every day. Our members sit at the centre of everything we do, guiding our decisions and the impact we strive to make.

We’re looking for people who are purpose-driven and accountable, who value inclusion and collaboration, and who are proactive in managing risk to protect our members’ long-term outcomes. In return, you’ll be part of an organisation where your work contributes to strong returns, real-world impact, and a culture that reflects the communities our members serve.

Bring your authentic and passionate self to this exceptional role #careerswithimpact

Join our highly engaged, collaborative GROW Partnership team and build your career at HESTA. As an Incident Response Analyst, you will manage the end-to-end delivery of routine insurance and member administration incidents – ensuring timely resolution, coordination with third parties, and outcomes aligned to member interests and HESTA’s risk and compliance frameworks. Reporting to the Incident Response Manager, you’ll work closely with GROW, AIA, and internal teams across Risk, Compliance, Legal, Service Optimisation, and Insurance.

What You’ll Do

• Coordinate incident delivery: Manage routine incidents end-to-end, from intake through to remediation and closure.
• Coordinate with partners: Act as the key link between HESTA and third parties (GROW & AIA) to drive timely outcomes.
• Ensure quality and compliance: Maintain accurate records and ensure alignment with RG 277 and HESTA frameworks.
• Monitor progress: Track remediation against timeframes and proactively manage delays or risks.
• Support member outcomes: Review communications to ensure clarity, fairness, and alignment with IDR and AFCA requirements.
• Escalate when needed: Identify complex or systemic issues and escalate appropriately, including potential reportable breaches (RG 78).
• Drive insights: Identify trends and contribute to continuous improvement initiatives.

What You’ll Bring

• Experience in operations or incident management within superannuation, insurance, or financial services.
• Experience with reporting, case management and GRC systems (e.g. Archer).
• Understanding of regulatory frameworks (RG 277, RG 78; APRA standards advantageous).
• A growth mindset, analytical and problem solving ability.
• Excellent communication and stakeholder engagement skills.
• Ability to multi-task, prioritise and work collaboratively in a fast-paced environment.
• Relevant qualifications; RG146 advantageous.

Benefits that matter and make a difference for our employees
 

• Leave for those moments that matter, an additional 6 days of leave at the end of year, up to 6 days paid volunteer leave, gender neutral paid parental leave of 20 weeks, Gender Affirmation leave, reproductive health and wellbeing leave, Cultural and Ceremonial leave. Access your LSL after 3 years, take AL at half pay, and purchase up to 2 weeks additional leave (just to name a few).
• Your professional development matters, up to $5k per year professional development and up to 8 days professional development leave, HESTA scholarships and free access to a range of premium learning tools.
• Your health and wellbeing matters, free annual flu shots and skin checks, incredible social events throughout the year and a comprehensive employee assistance program available 24/7.
• Your financial wellbeing matters, up to 15% super, financial planning support, end of year payment for all Enterprise Agreement-covered employees, incentivised Employee Referral Program and novated lease options.

We celebrate, value and include people of all backgrounds, genders, identities, cultures and abilities. We welcome and support applications from First Nations people, physically, neuro or culturally diverse, LGBTQI+, and people of any age. We are proud to be WGEA accredited as an Employer of Choice for Gender Equity.

We want all candidates to feel safe, included and provided with the best opportunity to thrive, if you require reasonable adjustments during your application or throughout the recruitment process, please reach out to a member of the Talent team careers@hesta.com.au and we’ll call you to discuss.
 

Please note: Applications via recruitment agencies will not be accepted for this position.