Team Leader - Docklands, Australia - Link Group

Link Group Docklands, Australia

1 week ago

Full time

Description

Overview
Provide effective leadership, planning and staff development to Customer Service Officers. The role will be responsible for team performance in accordance with agreed SLAs and ensure that work produced by the team meets defined quality standards.

Key Accountabilities and main responsibilities
Strategic Focus

Responsible for building high performing teams to ensure service levels are met and to prioritise and adapt work to align with organisational goals.
Work in partnership with the broader leadership team to drive strategic direction and provide effective leadership.
Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into the business
Establish and maintain strong working relationships with key internal and external stakeholders, to ensure alignment with and delivery of customer centric solutions against the overall strategy.

Operational Management

Continuously monitor resource availability so the team can meet client needs and perform services properly
Maintain effective communication to ensure that team members are kept up to date with any changes to procedures, legislation, or corporate issues
Assist with enquiries from internal and / or external clients and service providers
Actively participate in team meetings, staff meetings, management meetings
Oversight of quality reviews of Customer Service Officer's calls and day-to-day work through telephone call and workflow case monitoring

People Leadership

Manage team members and workflow to ensure that service standards are met or exceeded
Provide side-by-side coaching and remote monitoring on a weekly basis to ensure team members are delivering high quality customer service as measured by individual and team targets
Provide individual and team performance feedback
Provide ongoing support, development, training and mentoring to team members
Support and participate in staff recruitment as required
Participate in and adhere to the Performance Management process and be proactive in identifying and addressing training needs for team members.

Governance & Risk

Ensure that all Customer Service Officers understand client specific plan provisions and current legislation
Ensure all tasks within the team are performed in accordance with defined quality standards and the requirements of the Australian Financial Services Licence.
Ensure the development of a risk management culture, and effectively limit risk exposure to Link Group with strategies to mitigate risk.
Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework.
Foster a proactive risk and compliance culture within the team and ensure all risk and compliance reporting and assurance obligations are met.
Maintain awareness of the regulatory environment with respect to team functions.
Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

Ideal experience in customer service, insurance within the Superannuation industry
People leadership experience
Ability to communicate at all levels and tailor style to suit various audiences
Strong organisational and planning skills with the ability to manage conflicting priorities
Good written and verbal communication skills
University Degree (or equivalent), ASFA Certificate / Diploma, or relevant superannuation administration experience/Contact Centre experience/RG146

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