AddressWork for a leader in their field, listed financial services group with fantastic career opportunities.
We are looking for Senior Customer Service Managers with extensive leadership experience in Customer /strategic operations. Large Teams leadership (Min 30 to 100+) with multiple Team Leaders under their remit - Australia wide.
- Top $$ package on offer
- Hybrid work (3 Days office / 2 Days Home)
- Central Sydney Location.
- Fantastic career opportunities and fun supportive team environment
- Extra days paid leave per year
- Rated as an employer of choice - Fantastic culture
Your Role:
- Managing financial service products arrangements and ensuring compliance with relevant legislation
- Strategic leadership of the Customer Service teams, including but not limited to, Administration, Service Operations and Client Payroll
- Development of longer-term plans to ensure all activities are customer focused and enhance capability and service delivery
- Operational and performance management of day-to-day activities and reporting to meet agreed KPIs, such as SLA and efficiency targets.
- Customer management to ensure customers’ accounts and issues are proactively managed and maximise FCR & NPS
- Escalation point for all Employer and Employee customers, as required
- Driving effective team leadership through the mentoring and development of Team Leaders and lead other direct reports to create a high performing team
- Workforce management & staff engagement to ensure optimal staffing for demand and team performance
- Identifying innovation & change management opportunities and ownership to drive continuous improvement, using Innovation and LEAN to achieve best practice
- Supporting the implementation and embedding of business improvement, transformation and project activities
- Vendor management
Your Best Qualities:
- Effective stakeholder management
- Leadership qualities
- Outstanding interpersonal and communication skills, strong communicator
- Strong customer focus & ability to identify & address key drivers of customer satisfaction.
Your Skills:
- Strategic leadership –ability to analyse complex situations involving diverse data such that common causes and threads of similarity are identified, and appropriate actions determined and implemented.
- Operations management – demonstrated management skills in a complex, high volume transactional environment.
- Demonstrated ability to manage to SLAs.
- Demonstrated ability to work cross-functionally to address issues and implement improvements.
- Customer management
- Team leadership – proven ability to drive individual and team performance.
- Workforce management and staff engagement – good understanding and application of workforce management and staff engagement principles and practices.
- Innovation & change management – experience in scoping and successfully implementing cross-functional change initiatives.
- Vendor management – ability to manage vendors to agreed SLAs
If this role sounds like you please apply today for a confidential discussion
