Employer Service Solutions Manager

Full-Time - Sydney - CBD

Date posted
19 September 2020
Applications close
13 July 2020
  • Manager the delivery of our employer services
  • Focus on continuous improvement
  • Great opportunity for career development

Manage best practice in the delivery of employer service, leading profit for members fund, flexible working, focus on employee development, be part of a high performing team.

About Us

As one of Australia’s largest profit-to member superannuation funds, our mission is to help our members achieve their personal best retirement outcomes. We work with 176 thousand employers and have over 1.9 million members playing a role in the futures of around one in six working Australians.


Our team at Rest enjoy a positive culture built around our core values “The Rest Effect”. We seek excellence in everything we do, are dynamic and innovative in the way we work, are always accountable, we are champions of our members and we succeed together.

About the Job

Reporting to the Head of Operations, your role as the Employer Service Solutions Manager will be to support exceptional Employer outcomes, you will be the subject matter expertise for Employer Services, working closely with the Member Service Solutions Manager to ensure delivery of services to business rules and standard operating procedures.

A highly collaborative role, you will work with internal stakeholder and our delivery partners to  support the servicing of Rest members and employers across 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:

  • Develop and maintain Standard Operating Procedures, business rules and related compliance matters
  • Work with the Service Solutions Specialists and internal Rest stakeholders and suppliers to:
    • ensure documented rules are maintained and distributed to ensure compliance at all times;
    • identify opportunities for delivering improved service and providing digital service and administration subject matter expertise to the broader Rest business
  • Manage stakeholders 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
  • Service delivery reporting
  • Analyse and interpret service delivery reporting, identifying trends and future forecasting needs.
  • Resolve BAU service issues as they arise, and escalate service failures
  • Provide 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).

About You:

  • Experience within the superannuation industry including superannuation administration, policies and practices.
  • Experience in reviewing, analysing and interpreting data in order to problem solve, identify, predict trends
  • Experience and/or relevant knowledge of employer servicing within Superannuation would be highly regarded
  • Previous experience within digital experiences for members & employers would be highly regarded
  • Knowledge of best practice customer services and managing service standards.
  • Bachelor’s degree in business or other relevant degree or equivalent working experience
  • RG146 or other superannuation certification preferred.

At Rest we believe that everyone has the power to make a difference and we offer an inclusive and diverse environment that values the qualities and backgrounds that our people bring to the team. We encourage open and diverse thinking, collaboration, innovation and high performance.


We value and support our team members by offering a great range of benefits, including but not limited to;

  • flexible work environment
  • an open plan and modern office
  • free fruit
  • health and wellbeing programs
  • tailored development plans to support you to achieve your personal best career outcome

If this sounds like you, apply now by submitting your resume and a covering letter summarising your experience and outlining why you are interested in the role.

Visit our website to learn more about your next opportunity at Rest to create happier tomorrows for our customers and in your own life at http://www.rest.com.au/about-rest/careers

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

To apply, click on the “Apply Now” button, fill in the form, attach your CV and cover letter addressing the points above. We look forward to hearing from you.