Team Leader, Insurance Services

**Overview**
- **Hybrid working conditions
- 50% in the office per fortnight**:

- **Key role**:

- **Melbourne or Parramatta location
**Key Accountabilities and main responsibilities**

Operational Management
- Ensure that all interactions and activities are oriented to the member experience
- Ensure the team works within the agreed operating model and ensure all decisions are made within agreed authority limits
- Plan and forecast execution of team workflow activities based on individual and team efficiency, as well as planned / unplanned absences, in order to maximise achievement of key performance targets
- Cross skill team members to reduce single point sensitivity
- Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
- Identify areas for process improvements, support best practice initiatives and participate in implementation processes to improve quality, performance and efficiency of the teamEnsure availability of, or be accountable to create, appropriate reporting to support business needs on monthly, weekly, daily, or ad hoc basis as required.

People Leadership
- Leading, motivating and developing a team of Insurance Services and Family Law staff
- Ensure all people management responsibilities are completed effectively and on time
- Actively support and drive an organisational culture where employees are engaged and motivated to develop and meet their potential, career goals and the organisation’s goals
- Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line with Link Group’s core values
- Actively develop team members to performance in role, set goals and develop clear plans to achieve their personal goals and overall business objectives
- Provide regular feedback, recognition, coaching and direction throughout the year to enhance performance and growth, and realign goals with changing business priorities
- Develop, implement and maintain effective and transparent communication strategies to ensure team members are kept up to date with any organisational or legislative changeRecruit and or refer skilled individuals and identify the skills and experience required for successful job performance

Governance & Risk
- Support and actively promote a proactive risk management and compliance culture within the team, and ensure all risk and compliance reporting and assurance obligations are met
- Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework
- Investigate, raise and resolve incidents where required via Link Group’s risk tools
- Maintain awareness of the regulatory environment with respect to team functions
- Understand and respond to quality assurance reporting, and any daily or end of month reporting as and where requiredManage escalations and enquiries from internal and external stakeholders with urgency

**Experience & Personal Attributes**
- Proven capability in leading, inspiring and creating a safe and engaging work environment to enable a high performing team
- Ability to collaborate, bring people together and have shared outcomes
- Capability to foster resilience and determination through the broader team
- Communicates effectively and transparently with all stakeholders
- Ability to prioritise, organise and forward plan to ensure SLA’s are met
- Innovative and proactive; always looks for ways to improve the way we work through services and processes
- Ability to build high performing teams to deliver on key operational targets and service levels and plan, prioritise and adapt work to align with organisational goals
- Ability to lead change and manage through ambiguity
- Active leadership with the ability to motivate and engage staff and to create an environment that encourages innovation; develop people to meet their potential
- Ability to build strong customer relationships and deliver customer centric solutions
- Proven customer focus and a strategic mindset
- Strong quality assurance and staff development focus
- Ability to set clear goals to achieve outcomes, take accountability and ownership of actions and hold others accountable to meet commitments
- Strong MS Office skills in Word, Excel, PowerPoint
- Knowledge of Superannuation / insurance / family law including legislation and best practicePrevious experience in a supervisor, team coach or team leader capacity

**Some of our Employment Benefits**:

- Flexible working
- enabling our employees to work in the office and at home
- Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
- Employee Recognition Program - to recognise people who are demonstrating our values and
- Talent Referral Program
- Salary Sacrificing via Superannuation
- Employee Assistance Program
- Learning & Development - Development at your fingertips via self-paced learning, including educati