Team Leader

3 months ago

North Sydney, Australia Equifax Full time

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

What you will do?

The Business Support Servicing team provides servicing support to our B2B customers across a range of products and services. This involves supporting the use of platforms for existing customers, amending new and existing user access, providing assistance to resolve basic issues and making amendments to credit files. The team manages both a telephony and enquiries queue with most tasks having a short turn-around time. The Operations Team Leader – Servicing is responsible for the day to day management of the team. This includes workforce planning, coaching, development planning, escalation management, continuous improvement, change and working with the Customer Success team to drive improved customer engagement and optimise the use of available platforms/tools.

What experience you need?

  • Minimum five years’ experience in customer service/management and 3-5 years’ experience in the workforce in a related role.

  • Direct customer interactions and working with customers to establish service management framework expectations

  • Proven ability to lead, manage, motivate, and provide feedback to staff to develop a culture of excellence.

  • Experience providing 1-1 coaching, group training and working on individual development plans with direct reports

  • Service level management and reporting.

  • Skills in planning and organizing work allocation and output.

  • Sounds skills in business process reengineering

  • Strong analytical skills with a demonstrated ability to extensively analyse business processes and workflows.

  • Previous experience in designing new processes, understanding drivers for change and articulating high level IT requirements.

  • Ability to establish effective working relationships with clients and business representatives.

  • Ability to influence customers.

  • Facilitation skills to ensure wide understanding and buy in to business processes.

  • Exceptional interpersonal skills.

  • Planning and organisation skills.

 

What could set you apart?

  • Project Management experience

  • Incident Management experience

We believe that when we’re at our best, we can do our best. Equifax offers policies and programs that support our employees’ financial and personal wellbeing with additional leave days, hybrid working environment, employee assistance program and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​ 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. 

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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