About the opportunity

Join our Global Operations vertical as Contact Support Advisor in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting into Contact Support Team Leader, you will help us resolve escalated or exceptional queries on first contact, or to work with our customers to support them through more complex needs, with the endeavor to create a frictionless experience for our customers.  Some of the other responsibilities include:

• Take ownership for complex customer queries, ensuring a timely resolution to a meet our client’s satisfaction 
• Strong stakeholder management, with a focus to build customer relationships and internal networks 
• Utilise a variety of technological platforms to resolve customer queries  
• To obtain in-depth knowledge of Xplor systems to become a subject matter expert (SME) 
• Liaise with colleagues to raise continuous improvement suggestions, using customer feedback 
• Improve customer facing processes 
• Be proactive in meeting our customer’s service level agreements (SLA’s) 
• Collaborate with senior colleagues to ensure that customer needs are being met 
• Demonstrate effective engagement and communication with our customers 

Customer Services 

• Answer phone calls/emails/chats in a polite and prompt manner to provide a high level of customer service with a high first time resolution rate 
• Resolves second line customer queries relating to their accounts associated to payment contracts and contractual relationships 
• Escalate any issues reported by customers where necessary 
• Progress, follow-up and resolve queries with the use of the relevant management system 

 Administration 

• Record all activity associated with any communication in the related management system 
• Accurately update internal and external systems and tools as required 
• Follow defined scripts or directions around support as defined by the department 

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

The primary purpose of the role is to prepare and deliver internal investment reports and related information to internal stakeholders with an emphasis on Fixed Income portfolios

Key Accountabilities/Responsibilities

Performance Analysis:

• Produce regular performance analysis, attribution and commentary on the investment performance of REST’s Fixed Income and Debt portfolio at a whole of asset class, Sub Asset Class and an individual Fixed Income manager level.
• Contribute to the establishment of and oversee the maintenance of a fixed income attribution model.

Reporting:

• Prepare regular investment performance reporting for the fixed income team, Investment Committee and Board (including commentary and analysis),
• Contribute fixed income performance related exhibits to the analytics team monthly investment performance outcome forums.
• Actively work with other team members to proactively engage end users of reports to ensure the reports are fit for purpose, effective, consistent and in line with reporting objectives.
• Provide ad-hoc performance related information and analysis to internal and external stakeholders.

Vendor Management:

• Manage the day to day working relationship with FactSet as it relates to fixed income functionality.

Operations:

• Reconcile investment data from custodian, investment managers, investment advisers and other service providers. 
• Assist other analytical team members resolve performance related problems.
• Ensure compliance with relevant industry reporting standards (eg, GIPS, APRA).
• Interact with other internal investment teams and deploy a continuous improvement mindset to upgrade workflows and achieve operational efficiency and resilience.

Federal Govt client is seeking SAP Functional Analysts - SAP FI (EL1) who will be responsible for translating business needs into ICT system requirements and specifications for enhancements. It includes designing, analysing and documenting software systems to meet business expectations. They are responsible for writing functional specifications from the business requirements.

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SAP Functional Analysts promote and deliver flexible, quality service and products to improve customer experience, work under the limited direction of senior staff to deliver results and undertake complex work.

• lead and support operations of the team, including monitoring business performance, setting priorities, and managing resources and workflow
• lead and support operations of the team, including monitoring business performance, setting priorities, and managing resources and workflow
• oversee the development and implementation of the ICT solution
• highlight and identify gaps in existing functionality and functional interdependencies
• undertake and contribute to business management, strategic planning, and workforce planning
• manage team contribution to the costing process and ensure project deliverables and milestones are met on time and within budget
• report on the achievement of business outcomes, key performance indicators and quality assurance to manage overall performance
• monitor and manage work output and quality against established performance standards through interpretation of quality analysis and reporting
• encourage innovation, continuous improvement and manage and support change
• build action plans and make operational decisions on policies, tactics and resources critical to the business
• prepare and review a range of written material including technical and corporate documentation
• collaborate with a broad range of internal and external stakeholders to achieve project outcomes, build service delivery capability, and influence business outcomes
  

Estimated start date 02 September 2024

Initial contract duration 10 months

Extension term 12 months

Number of extensions 2

Location of work ACT, QLD, VIC

Working arrangements Onsite Brisbane, Canberra, Melbourne

Security clearance Must be an Australian Citizen and able to obtain Baseline Security Clearance

Key duties may include, but are not limited to: Functional Analyst (ERP FI) – EL1

• Corporate Systems team requires an experienced SAP FI Functional Analyst to support the design, analysis, build, testing and implementation of its projects.
• Responsible for overseeing the planning, detailed design, and delivery of quality solutions for SAP FI;
• Participate as a key member of the ICT development team to provide the functional deliverables for the project;
• Develop innovative and creative solutions based on interpretation and analysis of business requirements;
• Convert business requirements to system design and technical specifications;
• Engage, liaise and maintain relationships with internal and external stakeholders

Key Tasks:

The duties of the SAP FI Functional Analyst include (but are not limited to):

• Design, configure and build the SAP FI application;
• Document the application in Blueprints and Detailed Design Specifications;
• Perform ICT solution reviews for SAP FI solutions;
• Coach Services Australia resources to continue to build our expertise in the SAP FI environment;
• Perform unit testing of configuration and development changes utilising HPALM and provide technical support for SIT/UAT testing
• Participate in meetings and workshops with internal and external stakeholders

Ability to:

• Think strategically and align operational activity accordingly
• Grasp expectations and concerns, and negotiate quality outcomes
• Develop and manage a range of internal and external stakeholder relationships
• Manage and resolve conflict using appropriate strategies
• Understand the audience and context, and effectively tailor communication
• Manage staff and competing priorities to achieve quality outcomes and project completion
• Assess risks and implement mitigation strategies
• Undertake objective, systematic analysis and draw accurate conclusions based on evidence
• Make decisions based on professional judgment, risk evaluation and in the context of the environment
• Develop long term plans for the team and manage work in the context of business priorities
• Work highly independently under broad direction and act collaboratively

Primary Knowledge/Skills/Systems/Tools required for role include:

• SAP FI

About Us:

For over 50 years Melba Support Services has been providing services to people with disability that focus on supporting people to dream big, embrace life and do what they choose and value. Melba is firmly grounded in upholding human rights and recognises that part of living a happy, healthy life is being independent and being able to do the things that bring us joy.  Melba won the 2023 National Disability Award for Excellence in Service Quality. 

About the Role: 

Melba Support Services are actively recruiting for Disability Support Workers to join our team on a Casual basis in Horsham, VIC. You will work alongside an engaged, committed, and expert team to ensure the people we support lead happy and fulfilling lives. 

Responsibilities: 

• Implement support plans based on supported person's needs, preferences and interests 

• Help with all aspects of daily living from getting up in the morning to going to bed at night 

• Aid people to get to their chosen activities like social events, work and appointments 

• Promote personal choice and control for the person 

• Assist with personal care & hygiene and household duties like cleaning, cooking, and washing 

• Administer medication 

Qualifications and Experience: 

• A passion for enabling and working with people  

• Desire for meaningful work and comfortable providing people with daily living support 

• Willingness to learn new skills, undertake ongoing training  

• Willingness to work as part of a team 

You will also bring with you or be willing to obtain:

• A current NDIS Worker screening Check 

• A current Employee Working with Children Check 

• A current unrestricted Australian Driver’s License 

• Evidence of COVID-19 vaccination status, including booster 

• Current First Aid Certificate with CPR 

*We can support you through the process of obtaining these if you don’t already have them. 

You must be available to work a minimum of 2 shifts per week (2 hours per shift). 

Why Join Us? 

• We are a human-rights, values-based, not-for-profit community organisation committed to providing services that support individuals with disability to lead everyday lives of their choice, if this resonates with you, come join us! 

• Join a supportive and collaborative culture where your contributions make a real impact. 

• Enjoy onsite parking and other benefits. 

• Access to Not-for-Profit Salary Packaging.  

• Flexible work arrangements, with the ability to work from home or the office. 

Ready to Make a Difference? 

Click "Apply" now and submit your resume. We look forward to meeting you! 

We are an equal opportunity Employer and aim to ensure every individual is treated with dignity and respect regardless of their cultural background, ability, ethnicity, gender identity, sexual orientation, spirituality or religion. 

First nations people; people from culturally and/or linguistically diverse backgrounds and people with a disability are strongly encouraged to apply. 

As a provider of supports and services to children, Melba is committed to ensuring that every child feels safe and respected. All Melba staff and volunteers have a responsibility to make sure that children’s wellbeing and safety comes first, that they are supported to achieve their potential, respected, and protected from abuse and neglect. 

Join our innovative Data & Analytics Department as a Senior Product Analyst, where you'll be instrumental in shaping our product strategies. Analyze and interpret complex data from our e-Commerce sites, retail/pharmacy partnerships, and medical consulting platform. Collaborate with Product and Tech teams to deliver actionable insights and drive strategic decisions, propelling our business forward.

Dat to day:

• Conduct in-depth analysis of product metrics, user feedback and market trends to identify opportunities for product enhancements and optimisations.
• Working closely with business and technology teams to provide recommendations on products/features that will have the most impact on release.
• Design and run experiments to evaluate hypotheses, measure the impact of product changes, and inform decision making.
• Develop and maintain comprehensive reports and dashboards in Looker to monitor key performance indicators (KPIs) and standardise performance monitoring dashboards for features.
• Communicate findings and recommendations effectively to business and technical stakeholders.