Team Leader

2 weeks ago

Perth, Australia Avant Full time

About the Role
The Member Engagement Team Leader is crucial to the operational success of the team. They will lead their people in an open, engaging style ensuring the right coaching and development tools are in place to enable each consultant to have quality conversations with members and members. These conversations should be based on performance targets, agreed processes, procedures and business rules whilst being responsive to member and member needs and expectations.
Team Leaders will also provide the escalation point for employees and member queries and/or complaints.
**Key Challenges**:

- Inspiring and engaging a diverse team of service professionals to deliver exceptional behaviours (values) and performance outcomes
- Effective planning (quarterly, weekly and daily) and execution with Service Manager, to ensure business objectives are met and balanced with member expectations
- Coaching and developing people to succeed in role
- Striving for operational excellence by focusing on improving service delivery, quality and cost.
- Contribute to innovation by driving change and improvements in business that ultimately deliver better experiences for members and employees.
- Maintain a growth mindset, finding solutions to challenges as they arise, constructively challenging where appropriate, and influencing hearts and minds when implementing business deliverables or change
- Managing an operational environment, (in particular communicating changes to processes, systems)
- Ensuring the business meets the appropriate control frameworks in place and meet all compliance and regulatory obligations

**Key Accountabilities**:
1. Lead, inspire, motivate, coach and develop the team
2. Ensure Avant members receive consistently superior service
3. Manage operation to ensure business objectives are met (eg. service, quality, cost, risk, people).
4. Identify and drive continuous improvement opportunities that deliver business efficiency, reduce operating costs and improve member experience
5. Always represent Member Engagement to a high standard on projects and other activities within the organisation.
- Passionate about providing great member experience
- Motivated with a positive attitude
- Committed to continuous improvement
- Flexible approach to work
- Attention to detail
- Ability to work well with others
- Resilient and able to work in a challenging environment
- Full working rights in Australia (Permanent Residency or Citizenship)
- Previous experience in a leadership role in a member focused, contact centre environment
- Proven ability to drive team performance in an inbound/outbound service environment

KEY SKILLS
- A proven ability to build long term successful relationships and engage well with a variety of internal and external stakeholders
- Exceptional negotiation and influencing skills
- Excellent communication and interpersonal skills
- Strong aptitude to be resourceful in the delivery of positive service outcomes
- Strong resilience with the ability to lead and effectively manage change
- Creative and innovative approach to business process improvement
- Understanding of compliance and legislative frameworks impacting medical indemnity insurance
- IT literate - competent using Microsoft Suite
- Strong administration skills

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