Team Leader, Complaints

**Overview**

**Key Accountabilities and main responsibilities**

Strategic Focus
- Responsible for building high performing teams to ensure service levels are met and to prioritise and adapt work to align with organisational goals.
- Work in partnership with the broader leadership team to drive strategic direction and provide effective leadership.
- Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into the business
- Establish and maintain strong working relationships with key internal and external stakeholders, to ensure alignment with and delivery of customer centric solutions against the overall strategy.
- Take a lead role in influencing Clients strategic direction in all aspects of member servicing, to better strengthen partnership, whilst uphold LINKs reputational core values

Operational Management
- Establish and maintain strong working relationships with key internal and external stakeholders, focusing on building strong partner relationships to ensure alignment with and delivery of Member centric solutions against the overall strategy
- 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
- Oversight of quality reviews of Complaint Officer’s work through workflow case monitoring

People Leadership
- Management of the complaints team, to ensure delivery of key operational targets and service levels - Plan, prioritise and adapt work to align with organisational goals
- Supporting continuity of ongoing management of the complaints function within LINK Group
- Manage team members and workflow to ensure that service standards are met or exceeded
- Provide side-by-side coaching and remote monitoring on as required 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
- Create and provide external partners reporting of holistic complaint management, aligned with contractual standards (present client packs to Senior Management & Senior Client stakeholders on a regular basis)
- Ensure that all Complaint 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 Link Group with 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.
- Maintain awareness of the regulatory environment with respect to team functions.
- Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

**Experience & Personal Attributes**
- Experience in managing, influencing and leveraging key relationships with external and internal partners/vendors
- Well-developed negotiation skills, coupled with the ability to build and foster strong working relationships
- Strong presentation skills and is confident when delivering presentations to stakeholders
- Driven individual with “can-do” attitude and ability to meet deadlines and work under pressure
- 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
- Proven commercial acumen
- Ideal experience in customer service, insurance within the Superannuation industry, in particular dealing with Superannuation complaints
- 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
- Good written and verbal communication skills
- University Degree (or equivalent), ASFA Certificate / Diploma, or relevant superannuation administration experience/Co