Team Lead - Client Services
External
Australian Ethical · Sydney, AustraliaPrepare for this interview
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About the role
Australian Ethical is one of Australia's fastest-growing super fund and ethical investment managers. We are ASX-listed with over $13.5 billion in funds under management and offer a selection of award-winning managed funds and superannuation products. Our purpose is to invest for a better world, and we have been pioneers in this space for almost 40 years. For us, investing has two aims - generating solid financial returns and a positive impact for people, planet, and animals. At Australian Ethical, we prove that money can be a force for good. We do this by staying true to our purpose, which is embedded throughout our organisation and drives our everyday activities as a business, investor, brand, employer, and corporate citizen. We're a registered B Corp and fully committed to an inclusive, equitable and forward-thinking workplace culture. Your New Role As a Team Lead within the Client Services Team, you will confidently lead a team of Client Service Officers to successfully deliver on key performance metrics. You will support the team to provide accurate and expert technical information to our members, investors, advisers, and employers to help them achieve their required outcomes. Key Responsibilities Include: Actively managing and supporting the team to efficiently service customer interactions to ensure all enquires are responded to in a timely, accurate, and professional manner Driving operational excellence within the team to achieve key performance metrics Effective real-time monitoring, workforce planning, and forecasting Championing the Voice of the Customer and be a continuous improvement advocate Regular contact centre reporting and management reporting Managing escalations and complaints ensuring compliance with relevant legislation. Providing guidance and support to team members with complex requests Drive effective quality monitoring, ensuring a robust framework, providing root cause analysis and reporting Liaise with outsourced administration providers to ensure their service levels are consistently being met Recruitment, induction, training, and upskilling of team members Team management including coaching, delivering feedback, 1:1's, performance reviews, performance management Maintain accurate and up-to-date processes, procedures and knowledge management materials Own, support and deliver projects as required
Requirements
- If you have the following, we'd love to hear from you:
- 1+ years' leadership experience in a contact centre environment in financial services, preferably superannuation
- Proven track record leading a team through operational excellence to successfully deliver on key metrics in a contact centre environment
- Experience in people leadership, including responsibility for recruitment, onboarding, training, upskilling, coaching, feedback, 1:1s, performance reviews, performance management and rostering.
- Demonstrated knowledge of tax, retirement, superannuation and investment related strategies, legislation and compliance requirements
- Relevant qualifications, including RG146 will be highly regarded
- Alignment with and demonstration of organisational values - Authenticity, Action, Connection, Curiosity and Empathy
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