Team Leader

Team Leader - Knowledge Management and Quality Assurance

At MMS, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand. Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services - from salary packaging and fleet management to disability support - aim to enhance your financial wellbeing and empower your aspirations.

Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.

The focus of **the Knowledge Management and Quality Assurance Team Leader** is to provide support and guidance for a team of Knowledge Management and Quality specialist roles. They are responsible for supporting the broader operational team in delivering on customer strategies by ensuring best practices are delivered within the Knowledge space, while also providing broader guidance to the business on Quality initiatives.

The position also contributes to the improvement in operational/call centre efficiency through the identification of process improvement opportunities and where required coordinate and project manage the implementation of key projects as well as delivering insightful reporting. The role will also have significant influence over the customer experience, and its ongoing success.

Drive improvements in quality through establishing, synthesising, and uplifting the quality program across our Maxxia and RemServ call centres.

Your focus will be on making product information, processes and guidelines for our call centre staff/business accessible to everyone in MMS. You will oversee the review and enhancement of Knowledge Management (LivePro) (Database containing all processes, procedures and guidelines for the call centres at MMS) aligning the structure and language across the Maxxia and RemServ brands.

**Key Responsibilities**:
**Relationship Management**
- Build and maintain stakeholder relationships across multiple areas of MMS
- Manage stakeholder engagement
- Co-ordinate activity with various project teams to ensure the knowledge content is maintained, aligning procedural and process changes and drive internal communication of any change initiatives

**Continuous/Process Improvement**
- Identify and support the delivery of process improvements
- Communicate process changes by building and supporting for the Knowledge Management Team - making sure that we are creating the right resources
- Utilise insights from Quality Analysis to reduce errors to supporting the call centre leadership team

**Knowledge Management**
- Own and maintain the knowledge management platform (LivePro) ensuring that call centre staff are getting the best use from the platform.
- Create and chair forums with the call centre Leaders, Learning and development Team and other knowledge experts to capture any gaps
- Work with the National Complaints, Customer Support and Compliance Manager to constantly review any features on the LivePro roadmap that could support a better operational/call centre outcomes
- Develop best-practice knowledge management procedures and processes, fostering an environment where knowledge is easy to obtain and quickly shared
- Ensure feedback is captured in LivePro
- Quality Analysis
- Own and maintain the Quality Scorecard, providing customer service and technical reviews which uplift our customer outcomes/experiences
- Engage with Operational Leadership to ensure the quality program aligns with departmental initiatives
- Support and develop reports to provide actionable insights
- Regularly provide monthly and quarterly updates to key stakeholders on quality initiatives

**People Management**
- Provide strong dynamic leadership to maintain a committed and productive team

**What we can offer you**:

- Our strong people-first culture
- Flexible/hybrid working to enhance your work/life balance
- Novated lease benefits and discounts
- 12 weeks Paid Parental leave and access to our Parents Portal
- Exempt Employee Share Plan
- Paid Income Protection Insurance under MMSG default Super plan
- Access to a broad range of learning and development programs
- Career break and volunteering leave
- Access to Employee Assistance Program and annual Flu vaccination
- Lifestyle Rewards program

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

Job ID R6576