Senior Leader

1 week ago

Sydney, New South Wales, Australia beBeeClient Full time $120,000 - $155,000
Team Lead, Client Services Job Overview

This is a senior leadership role within the Client Services team. The successful candidate will be responsible for overseeing daily operations and leading a team of Client Services Representatives.

The incumbent will work closely with the Manager, Client Services to plan and manage service delivery, ensuring all activities, goals, and communications are completed within service standards.

  • Work collaboratively with the Manager, Client Services to develop and implement strategies to drive exceptional service standards across the team.
  • Manage the workload of direct reports, including scheduling, resource optimization, and support with escalated member queries.
  • Compile, analyze, and present data to identify trends and make recommendations to improve client satisfaction, processes, and efficiency.
  • Identify and implement process improvements to streamline and simplify the member experience.
  • Maintain currency in government policy and legislation that could affect pension benefits, maintaining detailed knowledge of the Plan text, member and employer communication, as well as pension administration processes and procedures.
  • Participate in ongoing training and education related to the Plan text, policies, and legislation, ensuring the team maintains current knowledge and processes and procedures are updated accordingly.
  • Conduct quality call reviews and provide ongoing feedback and training to the team.
Requirements:
  • Post-secondary education or combination of equivalent training, education, and experience.
  • Minimum seven (7) years of experience working in pension administration with progressively more senior responsibilities.
  • Experience working with MEPP, public sector pension administration, or outsourcing service provider; experience working with pension administration systems and pension plan texts.
  • Demonstrated experience training and mentoring staff; experience leading a team is an asset.
  • Call centre experience and using call centre agents/systems is an asset.
  • Analytical skills, as well as attention to detail, mathematical aptitude, excellent problem solving, and time management skills.
  • Excellent oral and written communication skills to effectively communicate complex subject matter to a wide range of audiences and adapt your style, as required.
  • Proficiency in Microsoft Office suite specifically Excel and ability to learn new software programs is required.

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