Team Leader, Registry Operations

At ASIC, you can be the change that ensures a fair, strong and efficient financial system for the benefit of all Australians. Contribute to delivering on ASIC's purpose, vision, and strategic priorities to help maintain the integrity of the financial system and protect consumers from harm.
As a team Leader (Registry Operations – Frontline Services), you will be responsible for the daily supervision, coaching and performance management of a team of Customer Service Officers.

• Location: Traralgon, VIC (approximately 2 hours east of Melbourne)
• Salary starting from $97,401 (depending on experience % superannuation
• Permanent role
• Applications close at 11:59pm AEST, Thursday 25 September 2025

The team
ASIC's Customer Contact Centre is the first point of contact for business owners, company officeholders, and intermediaries. The team answers enquiries related to business name and company registrations, providing clear, accurate, and timely information. The Call Centre plays a vital role in supporting a fair and efficient registry ecosystem by delivering high-quality frontline service and helping Australians comply with their registry obligations.
The role
As a Team Leader, You Will

• Supervise and support a team of contact centre officers handling business name and company registration enquiries.
• Provide timely feedback and coaching to enhance staff capability and performance.
• Monitor call volumes, team adherence, and service levels, adjusting priorities to meet operational targets.
• Resolve complex customer issues and escalate systemic problems to management.
• Collaborate with peers and senior leaders to contribute to continuous improvement and effective knowledge sharing.
• Review, update, and disseminate operational procedures to ensure compliance with ASIC's regulatory responsibilities.
• Support training and onboarding of new team members.
• Interpret and apply ASIC's policies, procedures, and legislative frameworks to customer interactions.

About You
You will also demonstrate:

• experience in a contact centre or customer service leadership role, ideally within a regulatory or government setting.
• Strong understanding of business name and company registration processes, or capacity to quickly acquire this knowledge.
• Proven ability to coach, lead, and support a customer-facing team to meet service levels.
• Experience using CRM and telephony systems (e.g. Genesys, Salesforce) is desirable.

View the position description for more information or click 'apply' to start your application. Applications close at 11:59pm AEST, Thursday 25 September 2025.
About ASIC
ASIC's remit is one of the broadest of regulators across the world. ASIC regulates corporations, markets, financial services and consumer credit and monitors and promotes market integrity and consumer protection in the Australian financial system. Through our enforcement work, we hold to account those who contravene the law, working to achieve strong outcomes that address the greatest consumer and investor harms.

ASIC is committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. Indigenous Australians are encouraged to apply as well as applicants from all backgrounds and with different abilities.

We Offer a Range Of Employee Benefits Including

• Attractive superannuation
• Additional leave entitlements
• 50/50 hybrid work-from home model
• Flexible work arrangements
• Assistance for study and professional development

Click here to view ASIC's salary and benefits guide.

To read more about ASIC, you can visit our website or review our Corporate Plan.

To work with us, you need to be an
Australian Citizen
and be prepared to complete an ASIC Suitability and Baseline Assessment.