Team Coach

**Overview
The role is responsible for supporting the ongoing capability development of a team of industry specialists to ensure that a consistently high level of service is delivered to the client base, in accordance with agreed Service Level Agreements and assigned business benchmarks.

The role will collaboratively execute and contribute to the Technical Training & Knowledge Management function for the design and development of technical training programs for APAC Operations team members.

**Key Accountabilities and Main Responsibilities**
- Provide coaching - side-by-side, remote monitoring and feedback - to ensure team members are delivering high quality customer service as measured by individual and team quality targets
- Maintain effective communication to ensure that team members are kept up to date with any changes to procedures, legislation or corporate issues
- Provide technical support to team members in particular assisting with resolving complex customer enquiries, complaints and escalations
- Contribute to the design and development of technical training programs or content
- Proactively engage with Team Leaders and Operations Managers to ensure delivery materials are accurate, fit for purpose and appropriate for the learner audience
- Engage with Team Leaders and Operations Managers to discuss, prioritise and implement training requirements
- Assess the effectiveness of technical training programs that are delivered to the business by obtaining feedback from participants, Team Leaders and Operations Managers and make recommendations for updates and improvements
- Assisting the Team Leader in project work as required
- Deliver high quality customer service on inbound and outbound calls and/or administration items, when required
- Contribute to process improvement initiatives and implement strategies to support best practice initiatives to uplift individual and team capability and skill-set
- Implement strategies to cross-skill team members and enhance process efficiency
- Contribute to team recognition and engagement strategies

**People Leadership**
- Facilitate engaging and value add learning opportunities for Link Group team members which develop technical expertise and support our objectives of continuous learning and career development
- Work with the Technical Training & Knowledge Management Function to provide feedback on technical training programs

**Strategic Focus**
- Contribute to the Technical Training & Knowledge Management Area's focus on facilitation through alternative delivery methods
- Contribute to the continuous improvement of technical training programs

**Governance & Risk**
- Ensure adherence to legal and regulatory requirements
- Support Link Group assurance programs that deliver effective risk management and compliance practices

**Experience & Personal Attributes**
- A coaching mindset with a passion for developing the capability in others
- Strong communicator with ability to influence others to driving change
- Personal commitment to and visible role modelling of the organisation's behaviours and values
- An understanding and awareness of adult learning styles and the ability to tailor approach to meet individual needs
- Inclusive and collaborative
- A curious and continuous learning mindset, with a strong desire to continually develop facilitation capability implement innovative and current practices
- Significant experience in relevant APAC Operations policies, processes and systems
- Ability to work under pressure and maintain set target levels
- Tertiary qualifications in business or a related discipline
- RG146 qualification or equivalent

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 the foundations of an entrepreneurial spirit, effective risk management