Senior Business Analyst - Dispute Governance

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Senior Business Analyst, Dispute Governance, you’ll play an important role in supporting effective oversight, decision-making and continuous improvement across dispute governance.

Working closely with business owners, risk, compliance, technology and operational teams, you’ll lead structured investigations, root cause analysis and impact assessments to identify systemic issues, recurring drivers, control gaps and business impacts. You’ll turn complex findings into clear, decision-ready materials that help governance forums and accountable business areas prioritise practical improvement opportunities.

This is a senior, non-technical business analysis role where your judgement, curiosity and stakeholder skills will help shape evidence-based recommendations. You won’t own remediation delivery, but you’ll provide the insight, options and governance support that helps business owners take action with confidence.

This role is a permanent opportunity and is based in Brisbane. 

Day to day, you'll:

• Lead or support structured investigations, issue analysis, root cause analysis and impact assessments across complex operational matters.
• Gather, analyse and document current state processes, pain points, business rules, evidence, assumptions and analysis outputs.
• Facilitate discovery, investigation and stakeholder workshops to clarify problems, test findings, validate options and align on recommendations.
• Map processes, hand-offs, controls and operational impacts to identify root causes, risks, gaps, dependencies and improvement opportunities.
• Prepare clear analysis packs, options papers, decision logs, recommendations, status updates and governance reporting.
• Support governance forums with decision-ready materials that explain issues, impacts, options, recommendations, owners and next steps.
• Track analysis actions, governance outcomes, key decisions and agreed next steps to support accountability and follow-through.
• Analyse complaint, escalation, operational and business inputs to identify recurring themes, control weaknesses and prevention opportunities.
• Work with business owners and stakeholders to ensure options and recommendations are practical, proportionate and supported by evidence.
• Provide practical guidance, peer review and coaching to help uplift business analysis capability and consistency. 

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You bring significant senior business analysis experience in a non-technical role, ideally within dispute resolution, operational risk, governance, complaints or a regulated service environment.
• Your experience includes structured investigations, root cause analysis, impact assessment and issue analysis across complex operational matters.
• You'll be confident testing evidence, assessing options, applying sound judgement and forming practical, defensible recommendations.
• You're experienced in preparing governance-ready materials such as analysis packs, options papers, decision papers, recommendations and executive-level reporting.
• You understand the importance of clear documentation, traceability and auditability across analysis, assumptions, decisions and outcomes.
• Your stakeholder engagement, facilitation and influencing skills help you work effectively across business owners, risk, compliance and operational teams.
• You have a sound understanding of governance, risk, compliance or complaint management frameworks.
• You'll bring experience in superannuation or financial services, or the ability to quickly understand complex regulated environments.