Team Leader

4 days ago

Australia MUFG Pension & Market Services Full time $80,000 - $120,000 per year
Description

Are you passionate about leading high-performing teams and delivering exceptional customer service? We're looking for motivated and people-focused Team Leaders to join our AustralianSuper leadership group. With multiple roles available, this is your chance to step into a pivotal position where you'll drive performance, coach for excellence, and help shape the future of our service delivery.

As a Team Leader, you'll play a critical role in shaping the customer experience by supporting, developing, and empowering our front-line staff. You'll be responsible for driving performance, ensuring quality service delivery, and fostering a culture of continuous improvement and compliance.



What You'll Be Responsible For

Strategic Leadership

  • Build and lead high-performing teams aligned with organisational goals and service level agreements (SLAs).
  • Collaborate with the broader leadership team to drive strategic direction and deliver customer-centric outcomes.
  • Champion continuous improvement initiatives to embed best practices across the business.
  • Cultivate strong relationships with internal and external stakeholders to ensure alignment with our customer-first strategy.

Operational Excellence

  • Monitor team capacity and resource availability to meet client needs and maintain service quality.
  • Keep your team informed and engaged with updates on procedures, legislation, and business priorities.
  • Support internal and external client and provider enquiries with professionalism and care.
  • Conduct regular quality reviews of calls and workflow cases to ensure high standards are met.

People Leadership

  • Lead by example to ensure service standards are consistently met or exceeded.
  • Provide weekly side-by-side coaching and remote monitoring to support team development.
  • Deliver timely and constructive feedback to individuals and the team.
  • Identify training needs and provide tailored development, mentoring, and support.
  • Participate in recruitment, onboarding, and performance management processes.

Governance & Risk

  • Ensure team members understand client-specific plan provisions and current legislation.
  • Maintain compliance with Australian Financial Services Licence (AFSL) requirements and internal quality standards.
  • Promote a proactive risk and compliance culture, ensuring all reporting and assurance obligations are met.
  • Stay informed of regulatory changes and ensure appropriate controls are in place to mitigate risk.


What You'll Bring

  • Demonstrated leadership experience in customer service, insurance, or superannuation (ideally within a contact centre environment).
  • Strong communication skills with the ability to adapt your style to suit different audiences.
  • Excellent planning and organisational skills, with the ability to manage competing priorities.
  • A passion for coaching, mentoring, and developing others.
  • Qualifications such as a University Degree, ASFA Certificate/Diploma, or RG146 are highly regarded.


Interested?

If you're ready to lead, inspire, and grow, we want to hear from you

Let's shape the future of customer service—together.

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