High-Performing Team Leader

1 week ago

Sydney, New South Wales, Australia beBeeLeadership Full time $100,000 - $140,000

Job Overview

The role of a Team Manager involves providing effective leadership, planning and staff development to customer service officers. The position will be responsible for team performance in accordance with agreed Service Level Agreements and ensuring that work produced by the team meets defined quality standards.

Main Responsibilities

  1. Responsible for building high-performing teams to ensure service levels are met and to prioritize and adapt work to align with organizational goals.
  2. Work in partnership with the broader leadership team to drive strategic direction and provide effective leadership.
  3. Deliver and champion continuous improvement initiatives to ensure that best practices are incorporated into the business.

Operational Management

Continuously monitor resource availability so the team can meet client needs and perform services properly. Maintain effective communication to ensure that team members are kept up-to-date with any changes to procedures, legislation, or corporate issues. Assist with enquiries from internal and/or external clients and service providers. Actively participate in team meetings, staff meetings, management meetings.

Team Leadership

Manage team members and workflow to ensure that service standards are met or exceeded. Provide side-by-side coaching and remote monitoring on a weekly basis to ensure team members are delivering high-quality customer service as measured by individual and team targets. Provide individual and team performance feedback. Provide ongoing support, development, training and mentoring to team members. Support and participate in staff recruitment as required. Participate in and adhere to the Performance Management process and be proactive in identifying and addressing training needs for team members.

Governance & Risk

Ensure that all customer service officers understand client-specific plan provisions and current legislation. Ensure all tasks within the team are performed in accordance with defined quality standards and the requirements of the Australian Financial Services Licence. Ensure the development of a risk management culture, and effectively limit risk exposure to strategies to mitigate risk. Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework. Foster a proactive risk and compliance culture within the team and ensure all risk and compliance reporting and assurance obligations are met.

Requirements

Ideal experience in customer service, insurance within the superannuation industry. People leadership experience. Ability to communicate at all levels and tailor style to suit various audiences. Strong organizational and planning skills with the ability to manage conflicting priorities. Good written and verbal communication skills. University Degree (or equivalent), ASFA Certificate/Diploma, or relevant superannuation administration experience/Contact Centre experience/RG146

We offer a dynamic, client-focused, caring, and inclusive environment built on teamwork and collaboration. Our proprietary technology, processes, and people deliver comprehensive financial data solutions to superannuation clients across all sectors. By accompanying our core member and employer administration with a full range of value-added services, we provide the most comprehensive superannuation administration solution on the market.

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