Team Leader: Member Services

1 week ago

Sydney, New South Wales, Australia Avant mutua Full time

About the Role:

The Member Services Team Lead is responsible for guiding and supporting a dedicated team to deliver exceptional service to our members. This role focuses on leadership, team development, and performance management to ensure team members meet performance targets and adhere to regulatory standards.

Key Responsibilities:

  • Leadership and Development: Mentor and develop team members, fostering a positive and productive work environment.
  • Performance Management: Monitor and manage daily team performance, ensuring service levels and quality standards are met.
  • Process Improvements: Identify and implement solutions on issues, including process, procedures, and systems improvements.
  • Risk and Compliance: Drive risk and fraud awareness within the team and conduct regular reviews of all member services processes to meet compliance obligations.
  • Collaboration: Work closely with other departments to achieve company objectives and facilitate regular team meetings to discuss progress, share updates, and address any challenges.

Requirements:

  • Successful track record in a people leadership role in a highly regulatory environment.
  • 3+ years' experience in a call centre environment as a Team Leader/Manager.
  • Forecasting & Resource Planner.
  • Ability to deliver effective communication, problem-solving skills, and leadership and motivation.

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