Team Leader

7 months ago

Sydney, Australia Link Group Full time

**Team Leader - Client Relationship**

Are you ready to lead a dynamic team and shape the future of client relationships? We're seeking an experienced and motivated individual to join us as a Team Leader and manage and lead a team of Client Relationship Assistant Managers. In this role, you'll play a crucial part in ensuring an exceptional client experience, managing client expectations, and driving operational excellence.

**Key Responsibilities**:

- Develop and nurture strong, strategic relationships within your team, clients, and stakeholders.
- Leverage your existing network to expand our client base.
- Proactively identify client service trends, implement best practices, and support initiatives for productivity, quality, and client service standards.
- Identify areas for process improvements and actively participate in projects and implementation processes.
- Manage and address escalations and inquiries from internal and external stakeholders with a sense of urgency.
- Plan and forecast the execution of team workflow activities, considering planned and unplanned absences.
- Monitor efficiency to ensure SLAs and overall team targets are achieved.
- Investigate, raise, and resolve incidents using internal reporting tools.
- Recruit and refer skilled individuals, ensuring the team is cross-skilled to reduce single point sensitivity.
- Actively develop team members, set goals, and create clear plans to achieve personal and business objectives.
- Provide regular feedback, recognition, coaching, and direction to enhance performance and growth.
- Implement effective communication strategies to keep the team informed of organizational or legislative changes.
- Foster a safe and engaging work environment to enable a high-performing team.
- Implement quality controls to ensure client standards align with Link Group policies and procedures.
- Identify, understand, and communicate key business risks.
- Follow the transition governance framework to ensure a smooth transition of activities to our Indian support team.

**Experience and Personal attributes**
- Ability to work both autonomously and collaboratively within a team.
- Experience in meeting service standards with superior customer service skills.
- Strong people management, coaching, and motivational skills.
- Ability to work under pressure and maintain set target levels.
- Proven capability in leading, inspiring, and creating a safe and engaging work environment.
- Business awareness of Link and its clients to meet client needs.
- Capacity to quickly gain an understanding of the securities industry and associated regulatory environments.
- Previous experience in a supervisor, team coach, or team leader capacity is desirable.
- Effective communication and transparent collaboration with stakeholders.
- Ability to prioritize, organize, and plan ahead to ensure SLAs are met.
- Innovative and proactive mindset, always seeking ways to improve work processes and services.

**What’s it like to work here?**

We’re proud to have created a culture and work environment that is supportive, values diversity, inclusion, flexibility, and blended working. We pride ourselves on being open and transparent and we genuinely value the health and wellbeing of our people.

Joining Link Group means you'll join an employer who fosters pathways for continuous learning and skill development, providing you with the tools you need to focus on career growth and personal development. We provide a range of benefits including:

- Salary sacrificing via Superannuation
- Paid parental leave scheme
- Employee discounts: health insurance
- Hybrid working model
- Volunteer leave

If you're a strategic thinker with excellent leadership and client management skills, ready to make a significant impact, we encourage you to apply. Join us in driving excellence in client relationships and operational effectiveness.

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Corporate Markets division provides clients with a comprehensive corporate market offering that connects issuers to their stakeholders. Our uniquely integrated range of corporate markets capabilities includes shareholder management and analytics, stakeholder engagement, share and unit registry, and employee share plans. We also offer company secretarial support, as well as various specialist offerings such as insolvency solutions. We operate in twelve countries throughout Australasia, Asia, Africa, the Middle East, United Kingdom and Europe.

Our teams combine a wealth of industry experienc

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