Team Leader

**Overview**

Provide effective leadership, planning and staff development to Customer Service Officers. The role will be responsible for team performance in accordance with agreed SLAs and ensure that work produced by the team meets defined quality standards.

**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.

Operational Management
- Continuously monitor resource availability so the team can meet client needs and perform services properly
- Maintain effective communication to ensure that team members are kept up to date with any changes to procedures, legislation, or corporate issues
- Assist with enquiries from internal and / or external clients and service providers
- Actively participate in team meetings, staff meetings, management meetings
- Oversight of quality reviews of Customer Service Officer’s calls and day-to-day work through telephone call and workflow case monitoring

People Leadership
- Manage team members and workflow to ensure that service standards are met or exceeded
- Provide side-by-side coaching and remote monitoring on a weekly basis to ensure team members are delivering high quality customer service as measured by individual and team targets
- Provide individual and team performance feedback
- Provide ongoing support, development, training and mentoring to team members
- Support and participate in staff recruitment as required
- Participate in and adhere to the Performance Management process and be proactive in identifying and addressing training needs for team members.

Governance & Risk
- Ensure that all Customer Service Officers understand client specific plan provisions and current legislation
- Ensure all tasks within the team are performed in accordance with defined quality standards and the requirements of the Australian Financial Services Licence.
- 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.
- 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**
- Ideal experience in customer service, insurance within the Superannuation industry
- People leadership experience
- Ability to communicate at all levels and tailor style to suit various audiences
- Strong organisational and planning skills with the ability to manage conflicting priorities
- Good written and verbal communication skills
- University Degree (or equivalent), ASFA Certificate / Diploma, or relevant superannuation administration experience/Contact Centre experience/RG146

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on th