Member Engagement Centre Team Leader

We are a member owned financial institution who has a national presence serving the banking needs of the Australian Defence Force and wider community. We pride ourselves on a culture of collaboration, flexibility and diversity. We offer mortgages, consumer and credit loan facilities as well as products and services within superannuation, everyday transactions, savings, term deposits and insurance.

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Your Role*
- Leading the Australian Military Bank’s Member Service Agents to ensure set member fulfilment targets are achieved.
- Leading the delivery and support of daily transactional services to the distribution and operations divisions and our members including monitoring the integrity of member data while aiming for greater efficiencies and quality in their activities whilst not compromising the support and services provided to members and Australian Military Bank employees.
- In addition, the Member Engagement Team Leader is required to support and improve the Australian Military Bank’s Member Engagement Centre operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, identifying and managing system and process improvement and delivering Quality Assurance programs.
- This role will be required to assist the Head of Digital Operations identify, initiate and implement organisational continuous improvement to develop and support a member engagement centre-operating model that meets the market and member expectations.
- Maintain competence and performance standards that ensure a strong member focus, excellence in member service that is delivered in a timely, friendly and professional manner.
- Identify operational strategies through needs assessments, performance reviews, planning, analysing data and identifying trends.

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About You*
To be successful in the role you will demonstrate the below key attributes and experience:

- Highly developed interpersonal skills to establish effective working relationships.
- Advanced user computer literacy, capability in using office systems and technology.
- An understanding of the product landscape in Australia, including loans, deposits and insurance. This includes understanding of consumer needs aligning to these products as well as the governing legislation and regulation.
- Ability to set personal workload priorities, observe time constraints, plan and coordinate adherence to deadlines.
- The ability to work autonomously
- Member first approach
- At least 3 years' experience working within financial services and contact centre environment
- Demonstrated high customer service and leadership skills including reporting and coaching sessions
- Confident, enthusiastic, motivated, works well under pressure, takes ownership and responsibility of all matters and shows exceptional attention to detail
- Minimum of 2 years in similar role
- Degree qualified in Business or other related business discipline

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Probity check*
As we are an Authorised Deposit Taking Institution there is a requirement to complete the standard range of Credit, Police and Bankruptcy checks prior to commencement of employment.

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Why Us*
Australian Military Bank forms an integral part of the wider Defence community. We offer our staff competitive remuneration, discounts on banking and insurance products and ongoing learning and development programs. You will be provided with training and coaching on the job to equip you with the tools to be successful in this role. We are highly focused on you, your capabilities and your future goals and aspiration.
Australian Military Bank provides realistic progression opportunity nationwide and the opportunity to embrace new technologies and ways of working.
We move quickly with our interview process, if you’re keen please submit your CV today
We thank you in advance for your interest, however, only those selected for a pre-screen and/or an interview will be contacted.

Australian Military Bank values diversity and is an equal employment opportunity employer.

**Job Types**: Full-time, Permanent