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Ensure Plan Manager and the Procedures database is updated promptly whenever it is found that procedures are out of date.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
University Degree (or equivalent), ASFA Certificate / Diploma, or relevant superannuation administration experience/Contact Centre experience