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.

• 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.