North Service Centre Quality Coach

7 months ago

Melbourne, Australia AMP Limited Full time

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours.

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

**How you’ll make an impact**

The focus areas of the role include:

- Review team quality for IDR Oversight and internal lite vetting to provide feedback and coaching in a timely manner to enhance service the competency of team.
- Provide monthly quality results to Senior Manager and highlight actions to improve team skill uplift
- Support the Team Managers in improving the knowledge, quality, and performance of the Team to uplift and exceed adviser and customer expectations.
- Participate in Coaching meetings and support Manager in ensuring the coaching requirements of the team are met. This includes being accountable for managing and delivering ongoing coaching sessions and following up with individuals in the team.
- Build rapport and establish/maintain professional relationships with Stakeholders, including IDR Oversight team, External Dispute Resolution, NSC Team Managers, Wealth Distribution, Consultants, and other AMP & North business teams.
- Ensure the internal knowledge management tool and material are kept current to reflect relevant product, legislative and procedural changes and encourage team members to use the content available.
- Working with NSC Managers and other relevant stakeholders and analysts to develop and maintain service centre processes and procedures.

**What you will bring to the team**
- Strong analytical, reporting, and problem-solving skills along with a proactive approach to achieve outcomes and drive continuous improvement.
- Ability to communicate effectively with team members, stakeholders, and leaders
- Demonstrated time management skills including the ability to manage competing priorities to achieve deadlines &desired outcomes.
- Ability to work in a fast paced and changing environment with mínimal supervision
- Completed year 12 and preference for additional tertiary/industry qualifications i.e., finance or commerce diploma/degree.
- 2+ years’ experience with one/some of the following: superannuation and regulation knowledge, managed fund industry knowledge, Platform’s business, Adviser office.
- Understanding of share market, financial planning concepts financial markets and investment assets is desirable.
- Strong coaching skills
- Excellent relationship building and influencing skills.
- Ability to prioritise competing demands and manage own workload to meet team targets whilst continuing to provide a quality level of service.
- Strong analytical and reporting skills.
- Strong customers/stakeholders’ engagement and management skills.
- Excellent written and verbal communication.
- High level attention to quality and detail.

**You’ll thrive here if **

If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next.

If you’re someone that can hold their own, you’ll find AMP quite liberating.

**Why we think you’ll love working at AMP**

Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on - better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you’ll find moments to connect, feel valued and do meaningful work.

Whether it’s through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compou

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