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Client Experience Team Leader

4 months ago

Brisbane, Australia Macquarie Group Limited Full time

Act as the voice of Macquarie and help lead our team who are providing the first point of contact for client queries and providing solutions to make a better customer experience in Home Loans.

As a Team Leader you will be responsible for the productivity, effectiveness, and continuous improvement of your team by providing ongoing development, coaching and direction to your team members to meet objectives and SLA’s.

You will take ownership of regular performance activities, cascade key messages throughout your team to ensure a knowledgeable workforce as well as managing client escalations to ensure customer experience is premium.

Other responsibilities include actively managing call queues to ensure same day service, completing call and quality monitoring, and ensuring all regulatory requirements are observed.

Ultimately you are a people leader; someone who can comfortably provide the support, advice, and development to a team of hard-working individuals to create an environment that works effectively. You will join us with a mixture of team management skills, professional communication, strong attention to detail and the passion to lead and develop a team. You will also ideally have a background in home loans.

**About Banking and Financial Services**

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients.

**Our commitment to Diversity, Equity and Inclusion**

The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

**About Macquarie**:
A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 18,000+ employees and offices in 33 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.

**Job no**: BFS-971348
- **Work type**: Permanent - Full time
- **Location**: Brisbane, Melbourne, Sydney
- **Category**: Corporate Banking, Customer Service, Private Banking & Wealth Management, Retail Banking
- **Group**: Banking and Financial Services
- **Division**: People, Culture & Client Exp
- **Recruiter**: Bhrizel Del Rosario
- **Opening Date**: 09/2/2023