Team Leader- Financial Services

Employer
Link Group
Location
Rhodes, New South Wales, Australia
Salary
Competitive Salary
Posted
Apr 26, 2021
Closes
Jun 09, 2021
Ref
88aa5f53abbc
Job Role
Manager
Sector
Finance
Contract Type
Permanent
Hours
Full Time
Overview Coordinate delivery of tasks in an efficient manner and ensure that work produced by the team meets defined quality standards, achieved through providing effective leadership, planning and staff development. Key Accountabilities and Main Responsibilities
  • Manage team members and workflow to ensure that service standards are met or exceeded
  • Deal with enquiries from internal and / or external clients and service providers, and co-ordinate responses to achieve objectives
  • Ensure that all Service Representatives understand client specific plan provisions and current legislation
  • Participate in on-site client visits and maintain positive working relationships with clients.
  • Participate in implementation of new clients: learn plan specifics, define servicing parameters, ensure team readiness and co-ordinate specifics with Service Centre staff and clients
  • Continuously monitor resource availability so the team can meet client needs and perform services properly
  • Participate in and adhere to the Performance Management process and be proactive in identifying and addressing training needs for team members.
  • Provide individual and team performance feedback
  • Provide ongoing support, development, training and mentoring to team members
  • Manage and participate in staff recruitment as required
  • Perform quality reviews of Service Representatives' telephone calls and day-to-day work through telephone call and Case Management System (CMS) monitoring
  • To identify areas of process improvement and best practice, and to participate in implementation processes
  • Identify, manage, report and action risk or potential risk issues
  • Ensure all tasks within the team are performed in accordance with defined quality standards and the requirements of the Australian Financial Services Licence.
  • Ensure Plan Manager and the Procedures database is updated promptly whenever it is found that procedures are out of date.
  • Develop, implement and maintain effective communication strategies to ensure your team members are kept up to date with any changes to procedures, legislation or corporate issues.
  • Actively participate in team meetings, staff meetings, management meetings
  • To report to management on a regular basis on issues and outcomes about the Contact Centre.
  • Experience & Personal Attributes
  • Essential Skills and Experience
  • 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
  • Essential Qualifications
  • University Degree (or equivalent), ASFA Certificate / Diploma, or relevant superannuation administration experience/Contact Centre experience
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