Team Leader

**Take hold of a monster opportunity and join our Member Operations team as a Team Leader.**

**Why join us?**
- You'll get 14% super as standard, to help your future come alive.
- Unleash your potential and build a career to be proud of through excellent training and development opportunities.
- Balance your work between in-person days at our purpose-built hubs and working from home.
- In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

**About the role**

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Team Leader, Member Operations, you’ll lead, manage and be accountable for the day-to-day operations within the Member Operations business unit for Australian Retirement Trust customers. You will ensure efficient and effective execution of administrative activities, in a streamlined, efficient, cost-effective manner whilst also targeting a strong customer experience.

This role is responsible for leading their team to ensure service standards and expectations are met by engaging, motivating and developing the team and ensuring that they have the capability, knowledge, skills and experience to deliver service to our customers. The Team Leader, Operations is responsible for the end-to-end provision and improvement of the services in their team, which also includes active workforce management, managing vendor relationships as required, risk and incident resolution and reporting and providing insights.

Day to day, you'll:

- Operational management through use of workforce management tools and methodology.
- Lead and support team members to achieve milestones and deliverables whilst managing and monitoring their performance.
- Ensure customer satisfaction is achieved. Resolve escalated customer complaints and identify any systemic issues that impede customer satisfaction.
- Promote an environment where Continuous Improvements are identified. Contribute to identification of Continuous Improvement initiatives and ensure initiatives are adopted within the team.
- Be accountable for the day-to-day people aspects which include conducting monthly 1on1’s, half yearly and annual performance reviews, leave management, training (skills matrix - staff development), cross skilling to remove single points of dependency (succession planning) and recruitment as required.
- Assists in devising and implementing business and operational plans within the context of a continuous improvement management philosophy.
- Work with key stakeholders to clarify issues, resolve complex problems using influencing and persuasive skills, and maintain positive relationships.
- Assist in the identification, analysis and escalation of risks and facilitate an understanding of risk management processes within your team.

This role is permanent opportunity.

**About you**

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

- Have a detailed knowledge and understanding of superannuation products and services;
- Knowledge and understanding of the superannuation industry, legislation and regulations
- Successful track record in managing the resources of a work group including the professional and personal development of staff;
- Proven ability to manage and direct a range of competing priorities;
- Conceptual and analytical skills to design appropriate responses to operational issues;
- High level ability to communicate across a diverse range of mediums;
- Demonstrated professional work ethic with a proven ability to adapt to change;
- Proven ability to motivate staff, support and promote change and foster a positive, satisfying work environment;
- Understanding of how to identify, assess and escalate risks according to the Risk Management framework.

**About us**

Our 2.3 million members trust us to take care of almost $300 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different.