Incident Response Triage Lead

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

An exciting opportunity to step into a critical, high-visibility role within our GROW Partnership team. As Incident Response Triage Lead, you’ll be the central gateway for all insurance and member administration incidents – owning the end-to-end triage process to ensure incidents are assessed, prioritised, and actioned quickly and accurately.

Reporting to the Incident Response Senior Manager, you’ll partner closely with GROW, AIA, Incident Response Manager, Specialist and Analysts and cross-functional teams including Risk, Compliance, Legal, Service Optimisation, and Insurance with a key focus on third-party coordination. 

What You’ll Do

• Own triage end-to-end: Lead intake, classification, severity assessment, and routing in line with HESTA’s Incident Management Framework (RG 277, RG 78)
• Drive risk identification: Conduct initial compliance assessments and escalate potential breaches to Compliance and Legal.
• Enable timely escalation: Provide clear, concise executive notifications for high-impact or material incidents.
• Monitor performance: Track triage SLAs, identify risks to delivery, and ensure data quality.
• Improve processes: Continuously uplift triage frameworks, standards, and workflows.
• Collaborate broadly: Partner with Service Optimisation and Enterprise Risk to strengthen controls and guardrails.
• Provide insight: Deliver reporting and contribute to governance forums.

What You’ll Bring

• Proven experience in incident management, triage, or operational risk within superannuation or insurance.
• Experience managing complex stakeholder environments across internal and external partners.
• Ability to assess risk, make sound decisions, and escalate appropriately.
• Proven track record of improving processes and driving operational uplift.
• Excellent communication skills, with the ability to influence at all levels.
• Strong analytical and reporting skills, with the ability to translate insights into recommendations.
• Strong understanding of RG 277 (consumer remediation) and RG 78 (breach reporting).
• Familiarity with APRA standards (CPS 230, CPS 234), GRC systems (e.g. Archer), and incident workflows.
• Understanding of IDR and AFCA processes.
• Relevant tertiary qualification; 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.