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Unit Registry Team Leader
2 weeks ago
Sydney- Asset ManagementOur client is a global funds business looking for an experienced unit registry professional to join their Sydney team.
**Key Accountabilities and Main Responsibilities**
- Manage team members and workflow to ensure that service standards are met or exceeded
- Deal with inquiries from internal and/or external clients and service providers, and co-ordinate responses to achieve objectives
- Ensure that all Service Representatives understand client specific plan provisions and current legislation
- Participate in on-site client visits and maintain positive working relationships with clients
- Participate in implementation of new clients: learn plan specifics, define servicing parameters, ensure team readiness and co-ordinate specifics with Service Centre staff and clients
- Continuously monitor resource availability so the team can meet client needs and perform services properly
- Participate in and adhere to the Performance Management process and be proactive in identifying and addressing training needs for team members.
- Provide individual and team performance feedback
- Provide ongoing support, development, training and mentoring to team members
- Manage and participate in staff recruitment as required
- Perform quality reviews of Service Representatives’ telephone calls and day-to-day work through telephone call and Case Management System (CMS) monitoring
- To identify areas of process improvement and best practice, and to participate in implementation processes
**Experience & Personal Attributes**
- Unit Registry experience highly desired
- Ideal experience in customer service, insurance within the superannuation industry, and funds management
- People leadership experience
- Ability to communicate at all levels and tailor style to suit various audiences
- Strong organisational and planning skills with the ability to manage conflicting priorities
