Job Description Join an Award-Winning Superannuation Fund Provider Leadership Role Working with Rest Partners Delivering on the Service Expectations of our Members and Employers Location: Sydney (preferred), Melbourne or Brisbane Hybrid Working - A Blend of CBD Office and Remote Primary Role Purpose Rest’s Service business unit is accountable for working with our Partners to deliver upon the service expectations of our Members and Employers. Working across all other Rest business units, we are the face into our Partners. In addition to ensuring expectations are met, we drive change, proactively identify and resolve issues, and ensure Rest’s business strategy is executed to. Part of our Service Solutions team, the Senior Manager, Solutions & Remediation has two main priorities: Proactively investigating tasks, functions and issues to identify issues which may lead to a degradation in service and the possibility of incidents and remediation – satisfying management that key areas of the business, usually supported by our Partners, are operating as expected. Taking ownership of the remediation of identified issues through to completion, supporting our teams who report to Regulators through the provision of plans, information, and ultimately the resolution of any identified significant issues. Identifying themes and root causes of identified issues and effectively communicating these to relevant Rest business units. Key Accountabilities/Responsibilities The Senior Manager Solutions & Remediation responsibilities include: Identifying areas of focus : Use extensive industry expertise, and understanding of current and emerging issues, to identify areas for investigation to satisfy management that emerging issues are identified early and before major breaches occur. Gathering and documenting requirements : Working with other SME’s and across Partners, gather, review, analyse, validate, evaluate, and map business systems and processes to highlight issues and the required solutions. Validate through the interrogation of data. Managing stakeholders : Engage, inform and negotiate with stakeholders to elicit and validate requirements and prioritise them. This will include senior managers across partners, Rest ELT and potentially presentation to Rest Board committees. Communication: Possess extensive capability in communicating complex issues both in written form and verbally. This capability may be leveraged in the preparation of Board papers and in discussions with regulators. Analysing and modelling : Analytical capability across the broad range of requirements including compliance, process, finances and systems. Analyse documents, data, programs, logic, process flows and specifications. Identify areas for uplift through the use of tools which model the requirements using a range of techniques such as process mapping, story mapping, user stories and acceptance criteria, business rules. Planning : Develop action plans that satisfy the strategic goals of Rest, proposing and negotiating the required outcomes across Rest & Partners. Delivery: Develop and execute plans to investigate and remediate complex issues. Build processes for the speedy deployment of the team’s capability where issues emerge, mobilising resources and commitment across Rest & Partners. Collaboration : Work closely with multiple teams, using advanced questioning techniques, to understand issues, identify core problems, and develop fit-for-purpose solutions. Risk and issue management : Identify risks and issues and develop effective mitigation/management strategies according to Rest’s risk framework, and communicate, and gain commitment to, risk assessments and plans to the necessary stakeholders.
