Supporting millions of Aussies since 1988 with low fees and competitive long-term performance. Profits back to members, not shareholders

Closing date: 19th July 2024. *

Please note Rest does not accept speculative resumes from recruitment agencies

• Support Exceptional Member and Employer Outcomes
• Hybrid Working - Blend of Sydney CBD Office/Home 
• Utilise Your Strong Operations Experience Gained in the Superannuation Industry including a Strong Understanding of Superannuation Administration, Processing and Service Delivery

About Us 

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds. We support nearly two million members, with around $75 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they’re 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. 

About The Job

“Develop member and employer focused user offerings and best practice operations that deliver outstanding service to members and employers whilst managing our risks and regulatory obligations”

The purpose of the Senior Service Solutions Specialist is to support exceptional Member and Employer outcomes, by ensuring that lead and represent Rest Super in creating a service experience that is industry best practice as well as ensuring subject matter expertise (source of truth) is applied for Rest products and services in a compliant manner. This includes monitoring activity and alignment between our legal obligations and product rules and those which are being performed by our suppliers.

The subject matter expertise consists of creating business rules, standard operating procedures related to Rest Member and Employer processes, products and services.

The role includes leading, driving and collaboration with other Rest stakeholders (internal and key suppliers) to ensure appropriate due diligence, implementation and training is completed as required.

The team is critical to support the servicing of Rest members and employers (including both digital service and administration functions) while supporting all channels i.e. paper/e-communications (e.g. standard letters, forms) phone, face to face servicing, LiveChat, Virtual Agent, Rest Mobile App, Social servicing and any new service channels introduced.

Key responsibilities include:

Work with other Operations Team members, internal Rest teams and major partners to:

• Lead and support our administration teams with complex administration queries
• Create, develop and maintain Standard Operating Procedures, business rules and related compliance matters to support and maintain the Rest’s knowledge bases, Virtual Agent and other administrative functions to continually optimize member and employer outcomes
• Work with the Operations Team and internal Rest stakeholders and suppliers to:
• ensure documented rules are always maintained and distributed to ensure compliance
• identify opportunities for delivering improved service and providing digital service and administration subject matter expertise to the broader Rest business where required
• Respond to stakeholder queries effectively across the internal Rest team and with leaders across our external Service Providers, developing rapport and a thorough process for how we work together
• Monitor Employer or Member inbox activity and resolve service issues as they arise and escalate service failures to the Service Solutions Manager. Identify improvement opportunities while monitoring.
• Lead and drive change initiatives and activities with internal and external stakeholders.
• Negotiate, influence and inspire a productive Employer and Member Operations team
• Deliver subject matter expertise to internal Rest stakeholders and contribute to the maintenance of Rest’s Business Rules (as they relate to employer-facing administration functions)
• 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.
• 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.
• Lead and review ‘BAU’ service delivery reporting as it relates to service performance in order to:
• account for volumes received and adherence to agreed service standards.
• Analyse and find trends and issues and ensure necessary plans are implemented to return to agreed SLAs or to fix issues
• Identify opportunities to streamline processes and for improvements
• Escalate and control service failures to the Service Solutions Manager and First Line Risk Manager as incidents arise.
• Where incidents have occurred, lead in the remediation to resolve and implement remediation plans with stakeholders and partners.
• Lead and co-ordinate Business and Project Meetings with internal stakeholders to facilitate an outcome.
• Identify and implement initiatives (i.e., small projects) that the business has prioritised and provide Subject Matter Expertise for larger projects
• Assist existing employers and members and work with teams with onboarding to migrate employer and members to digital portals/applications
• Support updates to Rest’s digital channels (Web, App, Live Chat and Member Access)
• Manage tasks and responsibilities in the key areas of internal dispute resolution, escalated and complex superannuation enquiries.
• Strong analytical and problem-solving skills to conduct research into developments in the superannuation industry

Required Qualifications, Experience, Understanding and credentials including: -

• RG146 or other superannuation certification preferred
• Lean Six Sigma Yellow or Green Belt Certification (preferred)
• Strong operations experience in the superannuation industry including a strong understanding of superannuation administration, processing and service delivery.
• Experience in reviewing and improving processes, analysing and interpreting data in order to problem solve, identify, predict trends and use this knowledge to design improved service for our members & employers.
• Ability to work with a range of internal and external stakeholders and manage to agreed timelines.
• Knowledge of best practice customer services and managing service standards.
• Previous experience with Defined Benefit superannuation products (preferred)

Benefits

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
• Meeting free breaks (Rest Stops)
• Income Protection Insurance
• Rest Excellence awards (peer recognition awards based on Rest’s values and behaviours

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 2023. Rest is recognised as a Responsible Investment Leader by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report 2022.

Rest will review applications prior to the closing date and may close the role earlier