Team Leader, Insurance Services

Overview

The Team Leader will lead and manage a team to achieve organisational and team goals. This role guides employees through daily operations, providing direction, support, and subject matter expertise in their function.

• Lead and inspire a high-performing team to deliver exceptional member outcomes.
• Drive continuous improvement and operational excellence.
• Build strong stakeholder relationships and champion a culture of quality and accountability.

Key Accountabilities and Responsibilities

Strategic Focus

• Build a high-performing team to meet service levels and align work with organisational objectives.
• Drive continuous improvement and embrace changes in technology and process to embed best practice.
• Develop and maintain strong relationships with stakeholders, proactively anticipating staff and member needs.
• Deliver quality outcomes in a dynamic, complex, and time-critical environment while managing risk and cost.

Operational Management

• Ensure all activities enhance the member experience.
• Operate within the agreed model and authority limits.
• Plan and manage team workflows to optimise efficiency, considering resources, absences, and targets.
• Cross-skill team members to minimise single-point dependencies.
• Maintain compliance with processes, procedures, and controls, addressing quality outcomes as required.
• Identify and implement process improvements to boost efficiency and performance.
• Provide accurate and timely reporting to meet business requirements.

People Leadership

• Lead, motivate and develop a team of Insurance Services and Family Law staff.
• Deliver all people management responsibilities accurately and on time.
• Foster an engaged, high-performance culture aligned with Link Group's core values.
• Support staff development through goal setting, coaching, feedback, and recognition.
• Communicate effectively to keep the team informed of organisational and legislative changes.
• Recruit and develop skilled individuals aligned to team needs.

Governance & Risk

• Promote a proactive risk and compliance culture, ensuring all reporting obligations are met.
• Maintain full compliance with regulations and mitigate operational risk through effective incident management.
• Investigate, escalate and resolve incidents promptly.
• Stay informed of relevant regulatory requirements.
• Respond to quality assurance and operational reports as needed.
• Manage stakeholder escalations and enquiries with urgency and professionalism.

Experience & Personal Attributes

• Proven ability to lead, inspire and maintain a safe, high-performing team.
• Strong collaborator who unites others toward shared outcomes.
• Resilient, adaptable and proactive in driving results.
• Clear and transparent communicator.
• Organised with strong prioritisation skills to meet SLAs.
• Innovative mindset, focused on improving services and processes.
• Skilled in leading through change and managing ambiguity.
• Customer-focused with a strategic mindset and quality orientation.
• Accountable, goal-driven and committed to high standards.
• Proficient in Microsoft Word, Excel and PowerPoint.
• Knowledge of superannuation, insurance and family law, including relevant legislation.
• Prior experience in a supervisory, coaching or leadership role.

Some of our Employment Benefits:

• Flexible working– enabling our employees to work in the office and at home
• Purchased Leave, Parental Leave, Volunteer Leave, Gender transition leave, Well-being leave
• Employee Recognition Program - to recognise people who are demonstrating our values and
• Talent Referral Program
• Salary Sacrificing via Superannuation
• Employee Assistance Program
• Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
• Employee discounts – Access discounted rates and offers from a variety of providers including Bupa and Microsoft
• Novated Car Leasing

Culture @ MUFG Pension & Market Services:

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.