Incident Response Senior Manager - Operations

Careers with Impact

More than one million Australians trust HESTA with their money. HESTA is a top-performing industry super fund working for real-world impact. We use our expertise and influence to deliver strong long-term returns while accelerating our contribution to a more sustainable world.

HESTA is also an inspiring and rewarding place to work. That’s because what we do makes a difference to the lives of our members. The people who work at HESTA are not only exceptional at what they do, they’re focused on living and creating a strong organisational culture. We’re an industry super fund dedicated to the people who keep our communities going. People who provide some of the best health, education and community services in the world are HESTA members – and we are proud to serve them.

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

Are you an experienced, strategic and hands-on Incident Response Senior Manager ready to develop and lead best-in-class approach to how we detect, manage, and resolve member incidents? If yes—this is your opportunity to lead a highly engaged, purpose-driven team within Member Services & Operations (MSO)—and to build a single point of accountability for the end-to-end incident lifecycle, from detection and triage through to member resolution, closure, and continuous improvement.

You’ll work across HESTA’s Member Service Performance function and our strategic partners, including GROW Inc and AIA—ensuring that every incident response strengthens member trust and drives lasting improvements in how we operate.

What You’ll Do

As the Incident Response Senior Manager - Operations, you’ll lead an integrated team focused on:

1. Incident Management
Capture, triage, and escalate incidents efficiently—creating a corporate memory that helps us learn, improve, and reduce future impacts.

2. Incident Resolution
Drive timely and transparent member rectification, from root cause analysis to final resolution, ensuring every member is restored to their correct position.

3. Incident Performance and Improvement
Turn insights into action—using trend analysis, reporting, and feedback loops to strengthen controls, uplift processes, and build a proactive risk culture.

You’ll embed practices aligned to HESTA’s Incident Management Policy and regulatory expectations (CPS 230, RG277, and RG271), providing holistic and transparent reporting to executives, committees (i.e. the Experience Business Risk Forum and Executive Team Risk Forum), and where required, to our regulators.

Reporting to the General Manager, Grow Partnership, you’ll collaborate closely with stakeholders across HESTA and our key partners, including Member Services Performance, the Chief Experience Officer, Risk, Compliance, Legal, and external service providers.

We’re looking for an experienced, values-driven leader who thrives in a complex, fast paced environment and is passionate about improving member outcomes.

What You’ll Bring

• Significant experience in a similar incident management leadership role within superannuation, insurance, or financial services.
• Expertise across the end-to-end incident management lifecycle, member rectification, and reporting.
• Proven ability to lead, coach and develop high-performing, member-centric teams.
• Exceptional stakeholder engagement and communication skills, with confidence presenting to Executives and Board.
• Experience collaborating with third-party administrators and insurers, and uplifting process maturity.
• Problem solving and analytical capability—you can translate complex data into clear, actionable insights.
• Deep understanding of SIS legislation, RG277, and RG271.
• Familiarity with tools such as GRC Archer, Monday.com, JIRA, and Agile methodologies.
• Relevant qualifications in business, project management, finance, law or related discipline is desirable. 

If you’re ready to lead with purpose and help us shape the future of incident response at HESTA, we’d love to hear from you. 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.