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Contact Centre Service Manager

3 months ago

Melbourne, Victoria, Australia Link Group Full time

A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences. A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.
Overview

The role of Contact Centre Service Manager is to lead Contact Centre and Services Teams servicing clients and members with overall responsibility for direct and indirect reports. This fast-paced role is both challenging and changing continuously. You will be expected to shape the future of the contact centre and service operations, being committed to delivering a great customer contact experience through a variety of channels including; Phone, Email, Chat and Correspondence. You will oversee the delivery of key strategic and operational goals, build strategic relationships with clients and internal MUFG Retirement Solutions stakeholders to ensure excellent service delivery, consistency and quality.

Key Accountabilities and main responsibilities

  • Responsible for building high performing teams to ensure service levels are met and to prioritise and adapt work to align with organisational goals.
  • Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into the business
  • Driving change and adapting to new technology and processes induced by the business / technology cycle.
  • Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required.
  • Implement and embed any strategic initiatives to improve quality, performance and efficiency of the teams to facilitate best practice claims service for members.
  • Support and assist Team Leaders with their people management functions and responsibilities. Ensure all people management responsibilities for the teams are completed effectively and on time. Develops team members to meet their potential, career goals and the organisation's goals.
  • Provide leadership and direction to all team members to ensure the development of a high-performing teams, including coaching and development, effective performance reviews and quality selection decisions.
  • Ensure the development of a risk management culture, and effectively limit risk exposure to MUFG Retirement Solutions 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.
Experience & Personal Attributes
  • Minimum 5 years' operational management experience in large volume businesses.
  • Ability to engage with senior stakeholders (both internally and externally)
  • Ability to build high performing teams to deliver on key operational targets and service levels and plan, prioritise and adapt work to align with organisational goals.
  • Active leadership with the ability to motivate and engage staff and to create an environment that encourages innovation; develop people to meet their potential
  • Ability to build strong customer relationships and deliver customer centric solutions
  • Strong quality assurance and staff development focus.
  • Ability to set clear goals to achieve outcomes, take accountability and ownership of actions and hold others accountable to meet commitments.
  • Client management experience.
Some of our Employment Benefits
  • FlexiWorks – enabling our employees to work in the office and at home
  • Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
  • Employee Recognition Program - to recognise people who are demonstrating our values and Company purpose.
  • Talent Referral Program
  • Salary Sacrificing via Superannuation
  • Employee Assistance Program
  • Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
  • Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft
  • Novated Car Leasing
Culture @ MUFG Pension and Market Services

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

How to apply

Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.

Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension and Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.

A global, digitally enabled business connecting millions of people with their assets – safely, securely and responsibly.

From equities, pension and superannuation to investments, property and other financial assets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

We help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experiences that leverages the expertise of our people combined with technology, digital connectivity and data insights.

A global, digitally enabled business connecting millions of people with their assets – safely, securely and responsibly.

From equities, pension and superannuation to investments, property and other financial assets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

We help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experiences that leverages the expertise of our people combined with technology, digital connectivity and data insights.

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