Nsc Client Team Quality Coach

2 weeks ago

Melbourne, Australia AMP Limited Full time

**The opportunity**

The NSC Quality Coach is responsible for providing technical skills coaching to consultants to uplift the quality experience for advisers and clients on the North Platform

**How you will make an impact**:

- Listen to calls and provide feedback and coaching in a timely manner to enhance service the competency of consultants
- Understand NPS promotors and detractors and implement actions and feedback as required
- Support the NSC Team Managers in improving the knowledge, quality, and performance of the team in order to uplift and exceed adviser and customer expectations
- Take ownership of complex queries and complaints from the point of escalation by team members and oversee through to resolution.
- Build rapport and establish/maintain professional relationships with stakeholders including your team members, financial advisers, clients, the wealth distribution team, leader and other AMP and North 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
- Participate in coaching meetings and support leaders in ensuring the coaching requirements of the team are met. This includes being accountable for managing and delivering coaching sessions and following up with team members.
- Answer adviser and client queries when work volumes exceed the capacity of the team to action work, within the target response time and as required.
- Working with NSC leaders and other relevant stakeholders and analysts to develop and maintain service centre processes and procedures.

**What you will bring to the role**:

- 5+ years’ experience in superannuation, managed funds, platforms or financial advice
- Strong coaching, relationship building and influencing skills
- Ability to communicate effectively with your stakeholders including team members, business leaders, financial advisers and clients
- Ability to manage competing priorities and thrive in a fast paced environment
- Strong analytical, reporting, and problem-solving skills along with a proactive approach to achieve outcomes and drive continuous improvement.
- Diploma of Financial Planning will be highly regarded

**Is this your dream job?**

**Working for AMP**

We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.

**“AMP -The investor in all of us” **The investor in all of us - AMP**

**Wellbeing & Benefits**

We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:

- We-Flex: Choose how, when and where you work.
- CHAMP Program: Access for you and your family to 24/7 wellbeing and counselling support.
- Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
- Volunteering: opportunities through our AMP Foundation.
- Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.

**Inclusion & Diversity**

The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.

At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply. Read more about our Reconciliation Plan **here**

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