Team Leader - Super and Investments

This is a hands on leadership role which has its own client Portfolio and works collaboratively with other departments towards resolutions for clients.

Key responsibilities

• Client queries via phone and email as an escalation point
• Driving a best practice, high performing Client Solutions team
• Ensure that customer calls are captured in relevant systems to ensure sufficient detail is captured around each interaction
• Ensure that the team develops strong knowledge of clients within the designated client portfolio (including needs and pain points) to ensure account management and communication activities conducted are tailored to each customer
• Ensure that the team follows business processes and meet KPIs including following call guidelines, call numbers and call documentation
• Ensures that the team captures any Industry, market, competitor and customer developments during enquiry resolution and communicate these updates to key internal stakeholders
• Monitor team activity, productivity, quality and efficiency on an ongoing basis and use this information to manage team KPI's
• Coach and mentor the team by monitoring phone calls and providing feedback
• Direct Contact with Advisers and Members, Receiving and resolving client queries within agreed timeframes.

Key performance indicators

• Client Satisfaction levels
• Number of service or process improvements implemented
• Customer call and other channel captured as per agreed metric
• Achievement of agreed Client Service Metrics for own clients
• No evidence of personal and or general advice of any nature
• Escalation procedure followed at all times
• Quality scores via monitoring with frequency as agreed
• Achievement of agreed Client Service Metrics e.g.

1. Average speed of answer
2. Abandonment rate
3. Grade Of Service (GOS)

Knowledge and experience

• 5+ years + experience in the financial services industry
• 3 years + knowledge and experience in Contact Centre TL/Management roles
• Sound knowledge and experience with contact centre telephony, technology, systems and processes
• Strong Experience in Operations/Client Service Areas within Funds Management with an Institutional portfolio of clients and Superannuation
• Knowledge and experience with AML/KYC