Job Description 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 Australia's 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, 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. 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.
