We're seeking a QA Agent to conduct daily call evaluations on current employees in Sales, Customer Services, and Claims. In this role, you'll ensure a high standard of both verbal and written communication and an excellent understanding of Neilson’s products and procedures to provide constructive feedback. You'll use focus, initiative, and forward thinking to encourage agents to deliver their best possible performance at all times.

 As a QA Agent, your primary responsibilities will include:

• Conducting the required amount of call evaluations as per the Quality Assurance Team Leader’s instructions.
• Maintaining an up-to-date understanding of NFS’ QA Framework, including the compliance requirements for sales, customer service, and claims-related calls.
• Ensuring all complaints and breach issues are communicated promptly to management when detected.
• Meeting required targets for productivity and quality, contributing positively towards team performance.
• Maintaining a good understanding of NFS’s systems and processes used to sell and administer its products.
• Promoting effective communication within the QA team and with internal stakeholders such as sales agents, customer service agents, and managers.
• Delivering consistent and accurate feedback to sales agents, contributing to their performance improvement.
• Attending and contributing within call calibration sessions, designed to develop and share best practice.
• Adhering to all company policies as per the employee handbook.
   

We're seeking a standout Sales Manager to lead our Sales Agents team. In this role, you'll cultivate an environment focused on customers, teamwork, and achieving exceptional results. If you're the right fit, you'll be taking our team's performance to new heights and ensuring excellence in everything we do.

Duties & Responsibility

As the Sales Team Manager, your primary responsibilities will include:

• Orchestrating optimal sales performance by fostering a customer-focused, high-energy atmosphere within the team.
• Conducting impactful one-on-one sessions with Sales Agents, offering personalised coaching and development plans to enhance their performance.
• Inspiring and engaging the team through effective team meetings, buzz sessions, and incentives to consistently achieve outstanding results.
• Managing the completion and timely updating of weekly and monthly trackers, dashboards, and performance reports, taking full accountability for team results.
• Staying up to date with insurance products, processes, industry best practices, and competitor activity.
• Upholding a positive, supportive, and engaging leadership style when communicating changes, updates, or launching new initiatives.
• Making a substantial contribution to the team's success and the company's overall objectives.
• Embodying the core values of the company: Customer Focused, Results Driven, and Team Spirited.

• We're changing the game!
• We're doing big things, and we can't do it alone.
• We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful.

AP+ bring together Australia’s three domestic payment organisations into one integrated entity. Operating in the public interest, AP+ focuses on meeting the needs of all payment users and representing the views of a diverse range of stakeholders. BPAY Group, eftpos and NPP Australia continue to operate as distinct brands within a Group Leadership Team structure.

AP+ is intended to create a more efficient and agile payments group, building the competitiveness of Australian domestic payments infrastructure, and delivering significant benefits to Australian consumers and businesses.

Role Purpose

The role will sit within the Business Ops and Delivery team providing  guidance and leadership to the business analysis team. The team provides solution and analysis to scheme team (including NPP, eftpos and BPay).  

 As a Business Analyst Payment role is responsible for leading payment solution and analysis for developing, capturing and delivering requirements.  

  We offer you a challenging role within a great team in a dynamic organisation where you will have significant opportunities to influence and make a difference. Do you want to play an important role in a very progressive and dynamic team with a high pace of motion and a lot of fun - then this is definitely for you! 

Requirements

You will be responsible for:

• Ensure business analysis standards are maintained.
• Perform gap analysis to ensure continued 100% coverage of requirements.
• Work with Product manager, project managers, Operations, developers and testers. 
• Part of the role is to deliver BA Artefacts as per the AP+ standards where allocated as a BA resource in a project. 
• Product Backlog Management: Identify, document, and refine user stories to increase the degree of detail relating to acceptance criteria, assumptions, constraints, dependencies.
• Manage stakeholders and vendors all around the world.  
• Deliveries must be of high quality and within time.  
• Coordinate deliveries with internal and external stakeholders.  
• Be flexible outside of normal working hours.  

In order for you to be successful in the role, you’ll have:

• Bachelor degree or similar  (preferred)
• Experience with payment vendor applications (e.g. FIS , Swift and paytec) 
• Experience in ISO 20022/ NPP 
• Proven experience in a Solution Design/ Technical BA background.
• Use of Waterfall and agile methodologies.
• Expert in ISO 20022 standard.
• Good to have knowledge of at least one payment scheme.
• Good to have knowledge with one of the following: AS.2805, EMV 

What’s Next:
We know applying for a role can be a nerve-wracking experience, so we endeavour to review applications and plan to schedule screening interviews within the next two weeks. If you are among selected candidates, we’ll be in touch to schedule a phone interview. In any case, we will keep you posted on the status of your application.

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to [email protected] We also encourage you to let us know your pronouns at any point during the recruitment process.

AP+ are not partnering with Recruitment agencies for this role.

The Customer Solutions Analyst, Claims role will support the analysis and end to end delivery of remediations impacting TAL customers as well as internal stakeholders.

The role is responsible for analysing customer impact due to a remediation and supporting the broader team in the development and delivery of customer remediation activities, including root cause analysis and rectification strategy.

The role will work closely with key stakeholders across the TAL business to support the implementation of remediation initiatives within the Customer Solutions, Claims function. Particular focus is given to ensuring effective customer outcomes in line with TAL’s Customer philosophies within the risk management framework.

The Customer Solutions Analyst, Claims role is responsible for facilitating working groups and workshops to obtain stakeholder engagement and ensure appropriate business oversight and accountability, as well as driving remediation outcomes through the working group discussions.

In addition, this role will contribute to the analysis and implementation of various identified remediation and operational resilience strategic initiatives.

Identification and implementation of remediation activities during phases of the remediation lifecycle as follows:

• Conducting root cause analysis of identified risks in consultation with the business
• Working with stakeholders during remediation analysis to ensure development of a sound remediation approach and agreement on scope
• Supporting the formulation of strategies and implementation plans for key corrective actions and preventative controls, including obtaining relevant approvals
• Clearly documenting remediation details, decisions, and outcomes in the appropriate document format
• Ensuring high quality of data and record keeping which will support ad hoc remediation reporting as required
• Working closely with DnA or SMEs to request/refine data extracts for remediation scope analysis
• Conducting data-based analysis to determine remediation volumes and financial impact to customers/business
• Liaising with the business to understand as-is processes both to enable policy level review and provide recommendations of to-be processes where required
• Supporting the frontline business by developing FAQ’s, Fact Sheets, and other supporting training documentation
• Supporting Claims Training and Development Teams with roll-out of new processes that have been recommended due to a remediation
• Liaising directly with the operations team to ensure that all customer impacting items are remediated within agreed timeframes, including contact with the customers
• Supporting the Claims Risk & Governance to develop appropriate communication strategies and assist in drafting of communications as well as testing where required
• Executing remediation plans including system processes and liaising directly with customers via telephone contact or written communication as required to obtain information or provide update.
• Thinking outside the box to understand and develop new approaches for complex scenarios where BAU processes may not support, including consideration of downstream impacts
• Working with the Claims, Line 1 Risk team on incident management and adequate visibility of all items identified requiring remediation
• Ensuring quality checks are completed where required such as customer communications.
• Ensuring adherence to the TAL remediation policies
• Supporting the delivery of small to medium scale projects or well-defined tasks on major projects to improve operational resilience, including process improvement initiatives

• New role - join a highly collegiate and engaged team
• Leading industry fund recognised in Linkedin Best Places to Work
• Hybrid working environment - outcome focused

About Us

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

We support nearly two million members, with around $75 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

Reporting in to the GM, Investment Risk, the role is focused on the comprehensive management and oversight of risks throughout Rest's financial governance process, ensuring consistency with the organisation's defined risk management strategy and appetite.

The position involves the development, implementation, and supervision of regulatory requirements including:

• SPS 515: Strategic Planning and Member Outcomes
• CPS 190: Recovery and Exit Planning
• CPS 900: Resolution Planning

Additionally, the role entails developing, implementing and overseeing compliance of a Scenario Framework including the development of scenarios to manage strategic and external risks across Rest.

As Head of Financial Risk, the primary purpose is to manage and oversee risk across Rest's entire financial governance process, ensuring alignment with the company's overall risk management strategy and appetite. This includes leading the regulatory change program for SPS 515, CPS 190 and CPS 900.The position requires a strong partnership with the Finance Business Unit, including Investment Operations.

Key responsibilities are:

1. Evaluate and strengthen the oversight of policies, frameworks, and systems designed to mitigate financial risks.
2. Challenge and improve controls and processes for financial, management, taxation, reserving, regulatory reporting, capital management and actuarial management, as well as investment operations.
3. Challenge the oversight of financial and investment operational service providers and managing associated risks.
4. Lead Rest’s regulatory change program for SPS 515, CPS 190 and CPS 900 which includes developing necessary documentation, implementing these standards, operationalising policies/ processes, and managing the associated changes.
5. Collaborate with senior stakeholders such as the Chief Financial Officer, Chief Strategy and Corporate Affairs Officer, and the Chief Risk Officer to navigate and implement regulatory changes pertaining to SPS 515, CPS 190, and CPS 900.
6. Oversee the effective ongoing compliance of SPS 515, CPS 190 and CPS 900.
7. Develop and implement a Scenario Framework to address strategic and external risks, particularly within business planning as per SPS 515.
8. Oversee compliance with the Scenario Framework once implemented.
9. Oversee the adherence to regulatory requirements and legislation specific to finance as enforced by governing bodies such as APRA and ASIC, in accordance with standards and guidelines including SPS 515, CPS 230, SPS114, CPS 190, CPS 900, and RG97.

Overall, this role focuses on challenging Rest's end-to-end financial and investment operational processes by enforcing effective risk management and ensuring compliance.