Customer Support Team Lead, Aem Corporates

2 weeks ago

Melbourne, Victoria, Australia Thomson Reuters Full time

About the Role
In this opportunity as Support Team Lead, AEM Corporates you will:

  • Supervise a group of Support Analysts and assist in monitoring Support channels to ensure adherence to SLA's and consistently meet/exceed team OKRs
  • Motivational leader who inspires team to perform at their best
  • Provide quality analysis and reporting to aid leadership in understanding performance drivers and critical issues affecting service delivery
  • Ensure all Salesforce tickets and reporting are up to date
  • Ensure all support documentation is up to date on the shared Knowledge Base
  • Recruits, develops, and coaches personnel to ensure the efficient operation of the function
  • Examine potential areas for improvement and raise proposals with other regional Team Leads & Director
  • Continuously identify ways to better service our customers, e.g., newsletters, KB articles
  • Provide operational leadership and act as the 2IC when required
  • Ensure adherence to ISO compliance requirements.

About You
You're a fit for the role of Support Team Lead, AEM Corporates if you have:

  • Team Lead experience
  • Previous experience in managing a clientfacing Service Desk
  • Proven experience of building high performing team
  • Strong customer service and support focus with a desire to deliver a highquality service
  • Ability to multitask, work under pressure and to tight deadlines
  • Adaptable and flexible to business demands
  • Strong written and verbal communication skills and ability to communicate across all levels
  • Detail oriented with strong analytical skills with a desire to learn and improve skills and knowledge
  • Ability to work independently on multiple activities, showing appropriate prioritization and escalation skills for themselves and team
  • Accounting or IT related degree

What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:


  • Hybrid Work Model: Currently the majority of our employees are working within a hybrid environment consisting of in-office and remote work, and following local COVID-19 bylaws and guidelines.
-
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
-
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
-
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking
-
Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
-
Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

LI-BK1


Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years.

Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters.

We help these professionals do their jobs better, creating more time for them to focus on the things that matter most:
advising, advocating, negotiating, governing and informing.


We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion.

At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them.

Sound exciting? Join us and help shape the industries that move society forward.

Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification unde

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