We have a great opportunity for an Operations Analyst to join our Customer Solutions Team.

This is a key role focusing on the internal processes, tools and systems that enable our customers and other stakeholders to interact with us effortlessly.

Responsibilities & Requirements

• Work closely with your relevant Sales Team to understand how their strategy/activity links to our focus on increasing customer satisfaction.
• Analyse customer feedback and participate in customer site visits to understand their frustrations and pain points and use this information as a means to identify opportunities for improvement.
• Review all relevant customer feedback and ensure any negative feedback followed through to resolution.
• Regularly analyse Customer Satisfaction Index (CSI) results for your line of business and report on findings to sales.
• Ensure that any anecdotal feedback received is recorded in the appropriate system.
• Gain an in depth knowledge of the customer segments, customer behaviours and interactions with sales teams and Viva to identify opportunities for improvement and to become a fully trusted business advisor.
• Understand the full Offer to Cash end to end workflow so that you can contribute as a subject matter expert and support the shaping of the strategy for your sales team.
• Work closely with the Business/Systems Analysts to ensure that the data required for you to make decisions is received accurately and in a timely fashion.
• Increase sales team productivity by reducing the amount of time spent on administrative tasks, by optimizing or automating the identified activities.
• Communicate any changes to projects quickly to mitigate any rework or risks.

Assist in increasing the Customer Solutions Team brand by communicating well, helping others and sharing good news stories with the business

The Banking Code Compliance team at the Australian Financial Complaints Authority (AFCA) monitor banks’ compliance with the Banking Code of Practice (the Code). By driving best practice, its aim is to improve standards of service in the Australian Banking industry – ultimately helping banks to create a better banking experience for customers. The Code team is a separately operated and funded business unit of AFCA working with the independent Banking Code Compliance Committee(BCCC) (refer to Banking Code).

The role of Senior Code Compliance Analyst will report to the Banking Code Senior Manager.  The role involves monitoring bank practices to identify problems, recommending improvements and reporting publicly on findings. The role will be responsible for supporting the BCCC by providing high quality data and compliance analysis, monitoring and reporting on code compliance and investigating Code breach allegations.

Typically in this role, you will:

• Analyse qualitative and quantitative information to identify emerging problems and understand their significance
• Provide compliance research as well as other duties on behalf of the BCCC
• Monitor and report on Code compliance by leading compliance programs and monitoring activities
• Conduct compliance investigations and advise on corrective actions for breaches
• Provide BCCC secretariat support
• Proactively engage and liaise with code subscribers and consumer advocacy groups

An exciting chance to join our growing IT department for a passionate and motivated Senior Test Analyst. You will  play a key role in supporting the ongoing development of AFCAs core Microsoft D365 platforms. This is a hands-on role, with the successful candidate to participate in the testing of Dynamics 365 CRM, Power Portals, Dynamics 365 Finance, and in-house developed solutions. We are seeking someone who is naturally curious and thrives in an ever evolving environment. You will be reporting into the Test Manager and joining a collaborative team of other testers. 

Please note, this position is initially a 12-month fixed term contract.

Typically, in this role you will: 

• Perform manual testing activities, including functional, regression, integration, and system testing.
• Assist with the introduction of automation testing – tool configuration, test scripts, monitoring and reporting
• Design, develop, and execute comprehensive test cases, test plans, and test scripts.
• Conduct testing across various platforms, including Microsoft Dynamics 365 Finance & Operations, Dynamics 365 CE, and web portals.
• Collaborate closely with cross-functional teams to identify and document software defects and issues.
• Participate in test planning and provide valuable insights to improve the overall testing process.
• Implement and maintain Continuous Integration/Continuous Deployment (CI/CD) practices
• Continuous Improvement & Automation - on-going improvement of testing activities, identify areas for improvement, champion a focus on high quality outcomes.

• Great Opportunity to Contribute to Managing Financial Crime Risk and Compliance Obligations
• Permanent, Full-time Role 
• Sydney or Melbourne Located - Hybrid Working, blend of office and home 

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.

We support nearly two million members, with around $86 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

This role will contribute to managing financial crime risks and regulatory compliance obligations at Rest. It entails triaging, investigating and resolving any unusual behaviour relating to financial crime including Anti-Money Laundering/ Counter Terrorism Financing (AML/CTF), Sanctions, Fraud, Scams, Bribery and Corruption. 

Key Accountabilities and Responsibilities 

• Investigate, resolve and respond to financial crime escalations received from the fund administrator or across Rest (i.e. Transaction Monitoring, Name Screening, ATO SuperMatch and UARs)
• Gather and record required evidence to support any reasonable grounds for suspicion of money laundering, organised crime or terrorism financing activities and articulate key recommendations
• Escalate potential regulatory reporting matters and potential breaches (as required) to the AML/CTF Compliance officer
• Maintain a current understanding of money laundering and terrorist financing typologies and fraud trends, including regulations, industry best practice, criminal typologies and developing trends
• Deliver financial crime training and education on the identification and reporting of unusual activity
• Manage financial crime enquiries and escalations
• Maintain strong stakeholder relationships
• Identify, manage and deliver continuous improvement opportunities across financial crime.