Client Service Centre Manager

2 weeks ago

Sydney, Australia PERSOLKELLY Full time

PERSOLKELLY has partnered with a highly respected bank that operates nationally. We are looking for an experienced Client Service Centre Manager who will be leading the Service Agents team, providing a single touch point client service experience that meets the bank's compliance requirements, the channel's scorecard outcomes and generates income.

**What you do**
- Leading the bank's Service Agents team to ensure member fulfillment and targets are achieved and that productivity within the team meets industry standards
- Leading the delivery and support of daily transactional services to all clients and the distribution and operations divisions of the bank
- Identifying operational strategies through needs assessments, performance reviews, planning, analysing data and identifying trends
- Developing the team to ensure the Service Centre delivers a first point of contact resolution outcome for clients
- Supporting and improving the bank's Service Centre Operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, identifying and managing system and process improvement
- Assisting the Head of Digital Operations, identifying, initiating and implementing organisational improvement
- Developing and supporting a client engagement center-operating model that meets the market and client's expectations
- Sound understanding of retail products within the Financial Services industry and the banking product landscape in Australia, including loans, deposits and insurance
- Relevant Tier 2 qualifications for the Finance Industry
- Experience working within Financial Services and leading a contact centre/ 3+ years in similar roles or equivalent
- Confident and engaging communicator
- High-level problem-solving skills
- Excellent written and verbal communication skills
- Strong attention to detail
- Strong customer service and leadership skills and a comprehensive understanding of reporting and coaching requirements associated with contact centre operations

***

**HOW TO APPLY**:
**Who are we**

At PERSOLKELLY, our passion is - and always has been - putting you first.

We propel our people forward by supporting their careers in fresh ways, backed by our expertise and capability.

We're committed to creating a safe and inclusive environment which values and respects diverse styles, backgrounds, experience and perspectives.

We welcome and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.

**So it's over to you. If you would like to join our team, please APPLY now.**

**To learn more about working with PERSOLKELLY, we encourage you to visit our website.

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