Team Manager

3 weeks ago

Sydney, 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**

**Leadership**
- Lead and motivate team members, enabling them to meet business objectives and exceed customer expectations
- Listen to team members’ feedback and resolve any issues or conflicts
- Delivery of team service level components, quality and productivity targets & indicators
- People Management, including all HR related issues, as well as staff development
- Oversee day-to-day operation
- Ownership and problem resolution
- Call monitoring support, coaching and feedback, responsibility for delivery of the defined customer experience in every call
- Conducting performance appraisal for the team
- Compiling reports on team’s performance and customer feedback
- Communication and being a focal point of dissemination of information from management to team and vice versa
- Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses
- Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations
- Working with the Bank Contact Centre Senior Managers and Capability & Learning on training requirements for team members and suggesting changes to targets (where required) to suit the needs of the business
- To coach and develop team members to create a high performing culture

**Resource Management**
- Effective management of teams and proactively forward planning and working with resource planning to ensure teams are adequately resourced to support business needs and ensuring key service metrics are consistently achieved
- To manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components and standard targets

**Continuous Improvement**
- Recommendations for product and process development based on customer feedback and analysis of data
- Offers solutions and suggestions for process and product improvement
- Have a strong understanding of challenges and gaps within and across the teams

**Risk & Incident Management**
- Ensure incidents are raised within 2 business days and actively managing incidents to resolution and remediation if necessary.

**Skills & Experience Required**:

- Previous experience working banking or financial services
- Contact Centre/Client Services experience is highly desirable
- Minimum 3 years as a people leader
- Able to leader your team and work with the senior Bank leadership team
- Able to work to short term targets and long term goal

**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 compound the impact you have.

**We believe in the power of inclusion and diversity*

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