Team Leader, Client Services

7 months ago

Melbourne, Australia UniSuper Full time

**About US**

UniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia's largest super funds, the work you'll do with us makes a meaningful difference today and tomorrow for our members, the planet and for you.

We offer an impressive range of benefits that includes a highly achievable annual bonus; additional leave including 3 days over Christmas and 3 days 'Community and Culture' leave allowing you to celebrate and contribute to things that are important to you outside of work; the opportunity to choose between 17% and 11% superannuation; $1500 personal development budget and exceptional parental leave.

**The opportunity**

The Member and Advice team provide end to end customer services to all members helping them to understand, manage and tailor their retirement savings through the appropriate information at the right time. M&A includes our processing, payments, claims, complaints, contact centre and financial advice teams, as well as the key support teams needed to manage the flow of customers. We provide a real time customer lens to help the business improve current and future services and pride ourselves on the breadth of information, quality of advice and award winning services we provide.

This role is a mixture of managing of Client Services Coordinator and a Team Leader responsibilities.

**Key responsibilities include**:
Manage the Client Service Workflow:

- Managing the standards of Client Services provided to members, ensuring compliance with UniSuper standards and policies
- Workflow management to the team
- Ensuring timely and accurate implementation of advice
- Ensuring CSCs and Advisers work closely together to achieve the greatest outcomes for Advice members
- Ensuring members are contacted throughout the implementation and post implementation

Provide team management including:

- Supervision of Client Service Co-ordinators process
- Ensuring all CSCs are client focused as well as risk conscious and follow processes
- Appropriately recruiting and inducting new Client Service Co-ordinators
- Determining appropriate KPI's and targets
- Training, development, and mentoring; Coaching for performance and productivity
- Counselling on incidents
- Managing/coordinating leave requests with consideration of other team members and workload
- Pro-active engagement with local stakeholders (Advisers, Regional Manager)

**About you**

To be successful in this role, you will be customer centric professional, with a passion for superannuation and the positive impact it has on members retirement outcomes.

In addition, you should ideally be able to demonstrate:

- People management skills - including managing for quality and performance
- Strong attention to detail
- Passionate about the value of advice to members
- Quality Focus
- Advanced Xplan skills
- Strong written and verbal communication skills
- Well-developed organisational skills
- Pragmatic and logical in approach and decision making
- Results focussed and outcome driven

We're passionate about knowledge and sharing it amongst our members and our employees, therefore we believe that a balance of working from home and time in office is the best way to collaborate and build relationships with your colleagues. We ask you to be able to commit to 60% of your time in office.

**Think Great. Create Great.

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