GM Customer Service departs Rest following restructure

Rest has confirmed that the role of general manager, customer service, held by Beth Parkin since November 2015, has been made redundant.

Parkin joined the fund with 20 years' experience across the "customer lifecycle" and was charged with managing the operations services, insurance and technical teams, as well as working closely with service providers, the fund said at the time of her appointment.

Parkin's is one of five redundancies following a restructure of the executive team that also saw the creation of two new roles: group executive, employer and industry engagement, awarded to Deborah Potts; and group executive, people and change, awarded to Trevor Evans.

These two roles are the first of a total of six newly-created group executive roles that will lead Rest's new internal working groups: employer and industry engagement, people and change, product and operations, innovation and transformation, corporate services and member engagement. Recruitment is underway for the remaining roles, with announcements due in the coming weeks and months, the fund said.

Vicki Doyle, Rest's chief executive officer, said: "The formation of the new working groups under the leadership of interdependent Group Executives will drive outstanding member experience and enable collaborative and end-to-end oversight of member and employer engagement, design and product and operations execution."

In acknowledging Parkin's contribution, Doyle added: "Beth has been instrumental in the introduction of many digitally led customer experience innovations designed to make it easier for members and employers to manage their super at the times and places that best suits them. Most recently Beth oversaw the integration of Rest's multi-award winning virtual agent Roger with Google Home. She has also lead a significant program of work to design and implement the 'Voice of Customer' within Rest and has lead improvements to Rest's insurance claims management to support members during what can be a difficult time for them and their loved ones."

Leaving the $51 billion fund in addition to Parkin are: Craig Hobart, general manager, strategic relations; Sandra Coleman, general manager, transformation and technology; Chris Stevens, chief financial officer; and Paul Howard, general counsel and company secretary.

Editors note: Departing executives will assist with the relevant transition over the next few months, a spokesperson for Rest confirmed. The departure date of 1 January 2019 below is indicative only and will be updated as more information is made available.