Head of Operations

Full-Time - Sydney - CBD

Date posted
20 October 2020
Applications close
13 July 2020
  • Join our leadership team
  • Leading Industry fund
  • Manage the delivery of our Member and Employer services

Leadership role within operations, highly constructive team, use your experience to make a difference.

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

The Head of Operation is responsible for ensuring the delivery of simple, scalable and best practice service solutions for Rest Members and Employers.

Reporting to the General Manager, Administration Solutions, you will develop your team to be a centre of excellence in delivering of service execution across all Member and Employer operations. This is a highly collaborative role working extensively with internal stakeholders and our key vendors.  

Key responsibilities include:

  • Define and execute overall operations strategy (administration and insurance), including consideration of the future business model.
  • Provide strategic leadership and delivery for the Operations centre of excellence
  • Lead and develop the team to embed a centre of excellence
  • Develop a culture of service delivery, collaboration and performance goal setting.
  • Manage operations for all administration services, including day to day performance oversight and key supplier relationships.
  • Accountable for successful service delivery and operational performance of Rest administration and operational suppliers (business partners)
  • Review, respond and address key metrics and SLAs to ensure optimal service delivery
  • Develop and maintain Standard Operating Procedures, business rules and related compliance matters
  • Analyse and interpret service delivery reporting identifying trends and future forecasting and process needs.
  • Resolve BAU service issues as they arise and escalate service failures.

About You:

  • Experience in frontline operational management of administration and contact centre operations
  • Experience within the superannuation industry including and understanding of superannuation administration, policies and practices would be highly regarded
  • Experience within the financial services industry
  • Experience in reviewing, analysing and interpreting data in order to problem solve
  • Knowledge of best practice customer services and managing service standards.
  • Bachelor’s degree in business or other relevant degree
  • 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.