Team Leader

During a dynamic phase of growth and technology-led business transformation, Macquarie’s Personal Banking Direct team are looking for an experienced Team Leader to join us and lead teams of Banking Consultants and Lending Associates within Car Loans.

You will be part of a high performing leadership team looking after a large and expanding sales team.

As a Team Leader, you will be responsible for:

- **Staff Development and Team Culture;**
- Create a high-performance culture that supports learning, personal development and growth
- Provide regular coaching and support to members of the team
- Drive team motivation through reward & recognition and celebration of team goals
- Collaborating with other team leaders on team-building and engagement activity
- Involved in the interviewing and hiring of new staff
- **Workflow Management, Process and System Knowledge**
- Day to day workflow management of inbound phone lines, online enquiries and general inboxes to ensure agreed SLA’s are met
- Day to day workflow management of offshore contract generation team to ensure agreed SLA’s are met
- Building strong credit, product and process knowledge, and have an ability to identify and close knowledge gaps in the team
- Identifying and raising feedback through appropriate channels on changes required to internal processes to maximise business efficiency
- **Customer Experience, Monitoring and Compliance**
- Closely monitor team’s activity through call and file monitoring, sales quality, and performance reporting dashboards
- Ensure regulatory compliance and continuous professional development requirements are being met on time across the team
- Identify key moments-of-truth in customer experience, and intervene quickly where required to deal with customer escalations and complaints
- Close liaison with the Client Care team for complaint management / escalation / resolution
- Extract learnings from customer complaints and poor feedback to coach the team or introduce changes to team processes
- **Stakeholder Engagement**
- Engage and build effective working relationships with various internal stakeholders (eg Credit, Client Services, Marketing, Product & Technology) to deliver positive outcomes for customers, the team and business
- Present occasionally to internal or external groups to drive awareness, business activity and engagement

To be successful in this role, you will have a minimum of 6 years of experience in financial services, preferably in a sales-based lending environment with people management and coaching experience. You will also have outstanding written and verbal communication skills in order to convey complex terms in a clear and concise manner. You will be motivated to achieve team goals and help the team grow personally and professionally.

In return, we will enable you to develop your skills and take your career to new heights in a high growth business, as well as a diverse and inclusive environment where you will be comfortable in bringing your whole self to work every day.

**About **Banking and Financial Services**

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients.

**Our commitment to Diversity, Equity and Inclusion**

The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

**About Macquarie**:
A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 19,200+ employees and offices in 34 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to ma