Incident Response Manager

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 HESTA’s GROW Partnership team in a high-impact leadership role where you’ll shape how we respond to incidents and deliver better outcomes for our members. 

As Incident Response Manager, you’ll lead an integrated team managing end-to-end resolution of both routine and complex insurance and member administration incidents. You’ll provide strategic oversight across triage, root cause analysis, remediation, and continuous improvement – ensuring compliance with regulatory obligations and alignment with members’ best interests. 

Reporting to the Incident Response Senior Manager, you’ll partner closely with our administration provider (GROW), AIA, Risk, Compliance, Legal and senior leaders, with a strong focus on third-party performance and delivery. 

What You’ll Do 

• Lead and develop a highly engaged/collaborative Incident Response team. 
• Oversee timely, compliant, and member-centric incident resolution. 
• Drive quality triage, root cause analysis, and sustainable remediation. 
• Manage complex, multi-team and reportable incidents. 
• Ensure alignment with HESTA’s Incident Management Framework and regulatory obligations. 
• Oversee third-party remediation and performance outcomes. 
• Deliver insights to senior stakeholders to inform strategy and continuous improvement. 

What You’ll Bring 

• Extensive experience in incident response, remediation or operations within superannuation or insurance 
• Proven leadership of high-performing teams and passion for coaching and mentoring 
• Expertise in managing complex, multi-member incidents and remediation programs 
• Knowledge of incident frameworks, risk, compliance and regulatory requirements (APRA, ASIC) 
• Strong stakeholder engagement and working with third-party providers. 
• Exceptional communication skills with the ability to influence at all levels. 
• A growth mindset, intellectual curiosity and analytical capability.  
• Relevant tertiary qualification (business, finance, or related); RG146 advantageous. 

Bring your leadership, expertise and passion for member outcomes to HESTA – Apply now. 

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.