AddressIFS’s purpose is to help Australians retire with dignity, security and confidence. We use our deep expertise, innovative thinking, collective ownership and scale to empower our partners. We keep the member at the heart of everything we do, and we do the right thing – always. We provide consulting, service design and operational solutions to profit to member super funds addressing their member education, financial advice and unpaid super needs.
In Unpaid Super, our dedicated staff have a proven track record of partnering with funds to ensure their arrears management process benefits the members and the fund. From specialised legal and insolvency activities through to end-to-end arrears management processes. We work with industry super funds and employers to make sure members get the super they’re entitled to, and help employers meet their obligations.
The Opportunity
Reporting to the Contact Centre Manager, you will lead a team of Unpaid Super Officers to achieve operational objectives. You will promote a culture of collegiality, quality, compliance, and professionalism and display a passion for guiding others towards a continuous improvement culture.
Key responsibilities include:
- Leading a team in assigned day-to-day activities to achieve set KRA’s while ensuring compliance to IFS Regulatory and compliance standards, internal policy and processes and relevant legislation
- Reviewing work quality and key analytics to provide regular performance feedback to staff
- Assisting in the planning and implementation of new initiatives and process improvements
- Undertaking recruitment, onboarding, training, coaching and performance management processes, etc
- Either leading or contributing to key internal and external projects
You are motivated, enthusiastic and looking to further your career with a Company you can be proud of.
Selection Criteria
You will have:
- Team management experience and understand how to positively motivate a team for success – both people-related and budget targets
- 3+ years' experience as a Contact CentreTeam Lead
- 5 + years' contact entre experience including quality or senior role
- Excellent communication skills both written and verbal
- Demonstrated capabilities in leading high performance teams including: interviewing and staff selection, training and development, succession planning, performance management, Onboarding and offboarding, and Leading people through change
- Achievement orientation and drive to succeed
- Resilience and tenacity
- Knowledge of Contact Centre environments is essential
- Knowledge of Superannuation or Financial Services Industry would be a significant advantage
- Knowledge of the Debt collection industry, recovery processes and governing legislation would be an advantage
- Experience with Microsoft Dynamics CRM and/or Power BI or similar would be an advantage
- Hybrid workplace
- A commitment to ongoing career development
- A salary package, inclusive of 12.5% employer superannuation contributions
- Payday superannuation
- Additional paid leave between the Christmas and the New Year public holidays
- 17.5% annual leave loading
- Generous employee benefits including above award entitlements, paid parental leave, paid family and domestic violence leave, salary sacrifice for myki card, etc.
- A fantastic team environment
- An organisation that is truly focused on getting the best outcomes for our members, not just about making a profit
During our recruitment process, you will be required to undergo pre-employment checks including reference checks and a national police check.
IFS is an equal opportunity employer supporting diversity and inclusion in the workplace.
Are you ready?
If this sounds like you and you are ready to take the next step we would love to hear from you. Please apply now. Interviews will be held for suitable applicants shortly after applications are received, so please apply early.
Additional information
- Be part of a professional Leadership team - hybrid workplace
- Make a difference to the retirement future of members
- Opportunity to continue to strengthen your leadership skills
