Member Relation Manager

A great place to workWhen you join Capricorn, you become a part of something bigger than a typical company, because as a co-operative we exist to improve the lives of our Members by supporting them in building stronger businesses - not the other way around.We are purpose-led and are committed to empowering our community to thrive. Our community includes our employees, and we know what is important to them, because we asked! And here's our commitments to you:

• Provide a diverse and inclusive workplace - because we know how important it is for everyone to be treated fairly and with respect.

• Give you flexibility - it's important to recognise we are all unique and need to create work life balance.

• Offer paid parental leave - that supports both parent's leave and their transition back to work.

• Create a fun environment - our social calendar is full up with a range of different virtual and face-to-face events to keep us connected.

• Work perks - that our employees actually use, such as a fantastic reward and recognition program, wellness program, additional leave purchase and so much more!

Role SummaryReporting directly to the Head of Operations, the Member Relationship Manager is accountable for managing the Member Services operations & expenses of the service teams across Australia and New Zealand, in addition to the share's registry. The Member Relationship Manager will provide leadership and strategic direction to Leaders to aid in driving operational efficiencies, Member transactional & relationship activities. Key to the success of this role is the accountability to manage and achieve expenses and operational targets while also driving Automotive and Group organisational objectives. Development of business plans across all channels of accountability which focus on Growth, Experience, People and Transform aligning to the Drive to Thrive strategy resulting in share of wallet growth, market share growth, operation efficiencies and better Member experiences is also required.Leadership & Management

• Provide leadership, direction and coaching for all direct reports ensuring direct reports are held accountable for the accurate and timely completion of responsibilities within set guidelines;

• Be an escalation point for any conflicts of complains and resolve as required;

• Execute and adhere the Automotive Leadership Operating Rhythm comprising of:

 Coaching and Observations Informal Coaching Check In's Performance reviews and development discussions Team Meetings Operations Team Meetings Focus Sessions Learning Masterclass Calibration

• Develop and set KRA's, operational plans, and the allocation service targets to teams and individuals across relevant teams and channels as required;

• Adhere to all departmental policies and procedures as well as all Capricorn Corporate Policies and Procedures as amended from time to time.

• Responsible for the recruitment, induction and development of staff within all contact centre teams.

• Establish a yearly development roadmap for direct reports and contact centre staff to facilitate the ongoing development of the team capability in the delivery of service and relationship management;

• Meet regularly with L&D and external training providers to assist in delivering on development roadmap;

• Create succession planning for leadership and other important roles; and

• Deliver exceptional customer service throughout the contact centre teams to achieve voice of member (VOM) targets.

Operational Performance

• Ensure all operational service level agreements (SLA) are achieved on a monthly basis;

• Investigate reasons for outstanding call and account queries as required with staff;

• Responsible for the effective workforce planning of staff on a weekly basis, ensuring they sufficiently cover forecasted workloads across all shifts, overflow relief and meet SLA requirements and reallocating to meet business unit needs when necessary;

• Ensure CRM calls are kept opened and followed up, and report on call statistics;

• Work to ensure optimum efficiency is achieved from the use of the telephony system by managing IVR, proficiencies, overflows and call groups;

• Take accountability to telephony and system outages to drive a timely resolution and redirect impacted staff duties to maintain member experience, including the activation of the emergency line;

• Ensure that all internally and externally required shares related reporting is performed (including dividend related annual income reporting to the ATO, shareholding statements to shareholders, share movement reporting to ASIC and assisting reconciliation reporting to Capricorn's Finance Team).

• Developing and providing internal shares reporting including on transactions volumes.

Performance Management

• Celebrate and acknowledge success utilising Cappreciate awards on a regular basis

• Ensure that monthly 1:1's are conducted and the annual performance review process is followed

• Ensure that regular team meetings are held, preferably monthly but quarterly as a minimum

• Manage Leader performance in respect of KRA achievement, in line with all HR policies. Utilise the Discussion Planner and document all discussions

• Instigate a Performance Management process when performance does not meet the required standards, both financially and/or behaviourally.

Reporting

• Ensure all reporting is completed as required

• Ensuring Capricorn's Share Registry is run under the Corporations Act 2001 and Capricorn's Constitution.

• Provide monthly report to the Head of Operations.

• As required provide reporting to internal and external auditors.

Knowledge & Skills

• Intermediate skill in the use of Microsoft Office Software Suite;

• Exposure to basic accounting principles (desirable);

• A calm and reasonable approach to conflict resolution;

• Sound computer skills in MS Office suite and exposure to other management system software.

• A sound understanding of office management procedures and processes.

• A basic understanding in contract management as well as accounting and business related concepts and principles.

Experience

• At least 3 years' successful call centre supervisory or management experience, preferably in a member-based organisation.

• Previous experience using CRM systems;

Qualifications

• Bachelor's Degree in business management or Diploma of Management (or equivalent) is highly desirable or significant experience in lieu of a Degree is essential;

• Customer Service Certificate (desirable).

Who are we?Capricorn is a member-based financial services organisation which exists to improve the lives of over 25,000 Members across Australia and New Zealand by supporting them in building stronger automotive businesses. We provide products and services including trade credit, risk protection, equipment finance, trade events, travel services, fuel cards and more. Last financial year Member purchases exceeded $2.93 billion and Member returns exceeded $72.5 million.The next stepsIf you think you are the right person for this role and you believe in a Member first culture, then please apply now. Applications will be reviewed as they arrive, so it is better to apply sooner rather than later. If you need any assistance or adjustments to fully participate in the application process, please contact HR on +618 6250 9500.For further information and detail on Capricorn, please visit our website at www.capricorn.coop/careers.