Member Relationship Manager

6 months ago

Perth, Australia Capricorn Full time

**A great place to work**

When you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses - not the other way around.

We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked And here's our commitments to you:

- Provide a diverse and inclusive workplace - because we know how important it is for everyone to be treated fairly and with respect.
- Give you flexibility - it's important to recognise we are all unique and need to create work life balance.
- Offer paid parental leave - that supports both parent's leave and their transition back to work.
- Create a fun environment - our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.
- Work perks - that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more

**Role Summary**

Reporting directly to the Head of Operations, the Member Relationship Manager is accountable for managing the Member Services operations & expenses of the service teams across Australia and New Zealand, in addition to the share's registry. The Member Relationship Manager will provide leadership and strategic direction to Leaders to aid in driving operational efficiencies, Member transactional & relationship activities. Key to the success of this role is the accountability to manage and achieve expenses and operational targets while also driving Automotive and Group organisational objectives. Development of business plans across all channels of accountability which focus on Growth, Experience, People and Transform aligning to the Drive to Thrive strategy resulting in share of wallet growth, market share growth, operation efficiencies and better Member experiences is also required.

**Leadership & Management**
- Provide leadership, direction and coaching for all direct reports ensuring direct reports are held accountable for the accurate and timely completion of responsibilities within set guidelines;
- Be an escalation point for any conflicts of complains and resolve as required;
- Execute and adhere the Automotive Leadership Operating Rhythm comprising of:
Coaching and Observations

Informal Coaching

Check In's

Performance reviews and development discussions

Team Meetings

Operations Team Meetings

Focus Sessions

Learning Masterclass

Calibration
- Develop and set KRA's, operational plans, and the allocation service targets to teams and individuals across relevant teams and channels as required;
- Adhere to all departmental policies and procedures as well as all Capricorn Corporate Policies and Procedures as amended from time to time.
- Responsible for the recruitment, induction and development of staff within all contact centre teams.
- Establish a yearly development roadmap for direct reports and contact centre staff to facilitate the ongoing development of the team capability in the delivery of service and relationship management;
- Meet regularly with L&D and external training providers to assist in delivering on development roadmap;
- Create succession planning for leadership and other important roles; and
- Deliver exceptional customer service throughout the contact centre teams to achieve voice of member (VOM) targets.

Operational Performance
- Ensure all operational service level agreements (SLA) are achieved on a monthly basis;
- Investigate reasons for outstanding call and account queries as required with staff;
- Responsible for the effective workforce planning of staff on a weekly basis, ensuring they sufficiently cover forecasted workloads across all shifts, overflow relief and meet SLA requirements and reallocating to meet business unit needs when necessary;
- Ensure CRM calls are kept opened and followed up, and report on call statistics;
- Work to ensure optimum efficiency is achieved from the use of the telephony system by managing IVR, proficiencies, overflows and call groups;
- Take accountability to telephony and system outages to drive a timely resolution and redirect impacted staff duties to maintain member experience, including the activation of the emergency line;
- Ensure that all internally and externally required shares related reporting is performed (including dividend related annual income reporting to the ATO, shareholding statements to shareholders, share movement reporting to ASIC and assisting reconciliation reporting to Capricorn's Finance Team).
- Developing and providing internal shares reporting including on transactions volumes.

**Performance Management**
- Celebrate and acknowledge success utilising Cappreciate awards on a regular basis
- Ensure that monthly 1:1's are conducted and the annual performance review process is followed
- Ensure that regul

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