Senior Service Solutions Manager, Capability

• Join an Award-Winning Superannuation Fund Provider 
• Supports the Member Services business in the execution of superannuation and insurance contact centre operations within Rest. 
• Hybrid Working 
• Sydney Located - Blend of Sydney CBD Office and Remote

Established in 1988 Rest is one of Australias largest profit-to-member superannuation funds.

We support more than two million members with around $100 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super theyre more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours we want to Be Daring Keep it Simple Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

The Senior Service Solutions Manager Capability supports the Member Services business in the execution of superannuation and insurance contact centre operations within Rest. A focus to continually optimize member and employer outcomes in service through training monitoring and effective management of change.

Work with other Service Teams Product and Operations Teams internal Rest teams and major partners to:

• Lead and support our implementation of our member employer and insurance contact centre operating models.
• Design facilitate and approve training content and solutions within partners.
• Lead and drive change initiatives and activities with internal and external stakeholders.
• Deliver Operations subject matter expertise to internal Rest stakeholders and contribute to the design and execution of member and employer initiatives.
• Identify and drive opportunities for delivering improved service and delivery on processes while providing Subject Matter Expertise (SME) to the broader Rest business where required.
• Engagement with internal Rest teams for Service Experience impacts.
• Deliver Contact Centre Operations subject matter expertise to internal Rest stakeholders and contribute to the design and execution of member and employer initiatives.
• Develop relationships with key stakeholders internally with Rest and with our partners to ensure a strong working relationship that facilitates better understanding of issues and opportunities. Using this understanding to ideate and improve services.
•  Escalate and control service failures to the Senior Service Solutions Manager and First Line Risk Manager as incidents arise.
• Strong analytical and problem-solving skills to conduct research into developments in the superannuation industry to provide clear concise and accurate information and support to key stakeholders members and other parties as required.
• Monitoring and Assessment of leadership coaching capability within partners.
• Maintenance of the Rest Promise program within Rest contact centres.

Key Accountabilities/Responsibilities

Leadership Obligations

• Establishing the strategic direction and goals of the team. Inspiring and motivating employees to achieve peak performance and dedication.
• Communicating the team obligations and activities internally to employees wider Rest and external partners.
• Keeping abreast of trends challenges opportunities and developments within the industry to maintain a competitive advantage.
• Directing the team to ensure efficiency quality service and cost-effective management of resources.
• Leading developing and retaining a high-performing team and culture including talent acquisition training and succession planning.
• Setting and monitoring performance against objectives and implementing improvements where necessary.
• Making critical business decisions analysing complex problems and providing strategic solutions and handling crisis Management and making decisions under pressure.

Contact Centre Training and Change

• Delivery of compliant and member focused Contact Centre service to members and employers through our partners.
• Execution of training solutions for leaders and agents within Rest Contact Centres.
• Manage all REST Stakeholders to ensure appropriate consideration to downstream impacts of decisions communications.
• Seek and implement ongoing process improvement and delivery improvement opportunities
• Manage costs and mitigate risks
• Work with Stakeholders to identify improvements for subsequent years
• Representation in prioritisation forums Member forums projects and change related activities in Rest.
• Facilitate BROP changes impacting contact centre operations.

Qualifications :

• RG146 or other superannuation certification
• Certificate IV in Training and Development (desirable)

Required experience understanding or credentials including:

• Knowledge of Rest CNX & MUFG systems.
• Thorough understanding of contact center operations and systems.
• Experience with and proficient in the use of project systems such as Confluence and JIRA and project methodologies such as Agile and Waterfall.
• Superior collaboration capability particularly across multiple partners at one time.
• Demonstrate superior written and verbal communication skills.
• A strong understanding of superannuation administration practices rules standard performance measures and quality measures.
• Demonstrated strategic analytical problem solving issues management and evaluation skills to deliver innovative solutions.
• Data literate - strong spreadsheet skills data mapping and forecasting skills.
• Demonstrated ability to work in a results-oriented environment including managing financial and performance analysis with projects.
• Demonstrated ability to work in an environment requiring attention to detail and high levels of accuracy.

Additional Information :

Our benefits have been designed so you can tailor your experience with us and include:

• Personal and professional development opportunities
• Hybrid working 
• Purchase leave scheme and gender neutral 16 weeks paid parental leave
• Super Contribution Continuation for 12 Months of parental leave
• Linkedin Learning
• Income Protection Insurance
• Rest Excellence awards (peer recognition awards based on Rests values and behaviours)
• Rest Stops - meeting free breaks 

If you share our values believe you can help make a difference for our members and want to be part of a leading superannuation fund with a Super culture please click Apply Now.

Rest is committed to creating a flexible work environment and culture that embraces diversity equity and inclusion - where people feel welcome safe to be themselves and inspired to do their best. 

We value the different backgrounds lived experiences and abilities our diverse team brings. We welcome and encourage applications from candidates of all ages cultural backgrounds faiths gender identities sexual orientations and thinking styles. This includes people with disability neurodiverse individuals Aboriginal & Torres Strait Islander peoples and those with disrupted work history due to career or other breaks. 

Please note only people with the right to work in Australia will be considered.

*Funds under management as at 30 June 2024. Rest is recognised as a Responsible Investment Leader by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report 2022. 

Remote Work :

No

Employment Type :

Full-time