Service Manager, Family Law

**Overview**

The role of Service Manager is to lead Insurance Services & Family Law teams servicing clients and members, with overall responsibility for direct and indirect reports. The Service Manager will oversee the delivery of key strategic and operational goals of the Insurance Service & Family Law team, building strategic relationships with clients and internal Link Group stakeholders to ensure clients receive excellent service delivery, consistency and quality.

**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
- Work within a dynamic, varied, complex and time critical environment to the highest quality standards without compromising risk and cost to service
- Driving change and adapting to new technology and processes induced by the business / technology cycle

Operational Management
- Ensure that all interactions and activities are oriented to the member experience
- Ensure all teams work within the agreed operating model and ensuring all decisions are made within agreed authority limits
- Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
- Implement and embed any initiatives to improve quality, performance and efficiency of the teams to facilitate best practice Insurance and Family Law service for members.
- Maximise achievement of key performance targets

People Leadership
- Leading, motivating and developing a team of Insurance Services and Family Law staff
- Support and assist Team Leaders / Team Managers with their people management functions and responsibilities
- Ensure all people management responsibilities for the teams are completed effectively and on time
- Create and drive an organisational culture where employees are engaged and motivated to develop and meet their potential, career goals and the organisation’s goals
- Promote a OneLink culture within the team, encouraging collaboration and leveraging expertise across the business area to deliver exceptional results
- Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line with Link Group’s core values

Governance & Risk
- 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
- Liaising with multiple internal departments to ensure processes are executed in the best interest of the member
- 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**
- Minimum 5 years’ operational management experience in large volume businesses
- Ability to engage with senior stakeholders (both internally and externally)
- Ability to build high performing teams to deliver on key operational targets and service levels and plan, prioritise and adapt work to align with organisational goals
- 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
- Excellent negotiation and communication skills both verbal and written, including the ability to adapt communications to meet the needs of different audiences
- Ability to build strong customer relationships and deliver customer centric solutions
- Proven customer focus and a strategic mindset
- Strong analytical and problem solving skills and methodologies
- Strong quality assurance and staff development focus
- Ability to set clear goals to achieve outcomes, take accountability and ownership of actions and hold others accountable to meet commitments
- Ability to effectively understand and manage operational risk
- Strong MS Office skills in Word, Excel, PowerPoint
- Client management experience
- Knowledge of Superannuati