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Team Lead

2 weeks ago

Melbourne, Australia Industry Fund Services Full time

Be part of a professional Leadership team - hybrid workplace
- Make a difference to the retirement future of members
- Opportunity to continue to strengthen your leadership skills

**The Business**
Industry Fund Services (IFS) has been partnering with industry super funds for over 25 years to help their members achieve a secure retirement. Our primary services include:

- Unpaid Super: The recovery of unpaid super to protect members entitlements
- Financial Solutions: Trusted, fee-for-service financial advice that gives members peace of mind

In Unpaid Super, our dedicated staff have a proven track record of partnering with funds to ensure their arrears management process benefits the members and the fund. From specialised legal and insolvency activities through to end-to-end arrears management processes - we recover unpaid super entitlements from employers that these members may never have otherwise received.

**The Opportunity**
As a Team Lead you will lead a team of Unpaid-Super Officers or Case Officers and promote a culture of collaboration, achievement, quality, and professionalism. You will demonstrate a passion for coaching and mentoring others towards a continuous improvement culture in a member-led organisation.

Key responsibilities include:

- Leading a team in assigned day-to-day activities to achieve set KRA’s while ensuring compliance to regulatory and quality standards, internal policy and processes and relevant legislation
- Reviewing work quality and key analytics to provide regular performance feedback and coaching to team members
- Assisting in the planning and implementation of new initiatives and process improvements
- Undertaking recruitment, onboarding, training, coaching and performance management processes, etc
- Either leading or contributing to key internal and external projects.

**About You**
You are motivated, enthusiastic and looking to further your career with a Company you can be proud of.

Selection Criteria

You will have:

- Team management experience and understand how to positively motivate a team for success - both people-related and budget targets
- 3+ years call quality or senior call centre experience
- Excellent communication skills including conflict resolution and issue management
- Client and Stakeholder management skills with the ability to quickly build trust and rapport in a professional environment
- Analytical skills with a balance of business, IT, communication, and problem-solving skills
- Knowledge of Contact Centre environment in Superannuation or Financial Services would be an advantage
- Knowledge of the Debt collection, recovery processes and governing legislation would be an advantage but not essential
- Experience in Case Management would be advantageous but not essential

If this sounds like you, we want to hear from you now.

**What We Offer**
- Hybrid workplace
- A commitment to ongoing career development
- A salary package, inclusive of 12% employer superannuation contributions
- Payday superannuation
- Additional paid leave between the Christmas and the New Year public holidays
- Generous employee benefits including above award entitlements, paid parental leave, salary sacrifice for myki card, etc.
- Opportunity to purchase additional leave through salary averaging
- A fantastic team environment
- An organisation that is truly focused on getting the best outcomes for our members, not just about making a profit

**Small Print**
During our recruitment process, you will be required to undergo pre-employment checks including reference checks and a national police check.
- IFS is an equal opportunity employer supporting diversity and inclusion in the workplace._

**Timeline**
We will commence shortlisting from 9 January and interview will commence soon after.

**Are you ready?