Address Overview
The role of Team Leader is to actively lead and manage a team of employees towards achieving broader team and organisational goals. The Team Leader will guide and lead employees through the day-to-day workflow activities, and act as a subject matter expert in their related function.
Key Accountabilities and main responsibilities
Strategic Focus
Responsible for building a high performing team to ensure service levels are met, and to prioritise and adapt work to align with organisational goals as directed
Champion continuous improvement initiatives, and support and adapt to changes in technology or process, to ensure that best practice is incorporated into the business
Establish and maintain strong working relationships with key internal and external stakeholders, building strong customer relationships, and actively anticipating staff and member’s needs
Work within a dynamic, varied, complex and time critical environment to the highest quality standards without compromising risk and cost to service
Operational Management
Ensure that all interactions and activities are oriented to the member experience
Ensure the team works within the agreed operating model and ensure all decisions are made within agreed authority limits
Plan and forecast execution of team workflow activities based on individual and team efficiency, as well as planned / unplanned absences, in order to maximise achievement of key performance targets
Cross skill team members to reduce single point sensitivity
Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
Identify areas for process improvements, support best practice initiatives and participate in implementation processes to improve quality, performance and efficiency of the team
Ensure availability of, or be accountable to create, appropriate reporting to support business needs on monthly, weekly, daily, or ad hoc basis as required.
People Leadership
Leading, motivating and developing a team of Insurance Services and Family Law staff
Ensure all people management responsibilities are completed effectively and on time
Actively support and drive an organisational culture where employees are engaged and motivated to develop and meet their potential, career goals and the organisation’s goals
Promote a culture of high performance that values learning and a commitment to quality and customer centricity in line with Link Group’s core values
Actively develop team members to performance in role, set goals and develop clear plans to achieve their personal goals and overall business objectives
Provide regular feedback, recognition, coaching and direction throughout the year to enhance performance and growth, and realign goals with changing business priorities
Develop, implement and maintain effective and transparent communication strategies to ensure team members are kept up to date with any organisational or legislative change
Recruit and or refer skilled individuals and identify the skills and experience required for successful job performance
Governance & Risk
Support and actively promote a proactive risk management and compliance culture within the team, and ensure all risk and compliance reporting and assurance obligations are met
Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework
Investigate, raise and resolve incidents where required via Link Group’s risk tools
Maintain awareness of the regulatory environment with respect to team functions
Understand and respond to quality assurance reporting, and any daily or end of month reporting as and where required
Manage escalations and enquiries from internal and external stakeholders with urgency
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
Proven capability in leading, inspiring and creating a safe and engaging work environment to enable a high performing team
Ability to collaborate, bring people together and have shared outcomes
Capability to foster resilience and determination through the broader team
Communicates effectively and transparently with all stakeholders
Ability to prioritise, organise and forward plan to ensure SLA’s are met
Innovative and proactive; always looks for ways to improve the way we work through services and processes
Ability to build high performing teams to deliver on key operational targets and service levels and plan, prioritise and adapt work to align with organisational goals
Ability to lead change and manage through ambiguity
Active leadership with the ability to motivate and engage staff and to create an environment that encourages innovation; develop people to meet their potential
Ability to build strong customer relationships and deliver customer centric solutions
Proven customer focus and a strategic mindset
Strong quality assurance and staff development focus
Ability to set clear goals to achieve outcomes, take accountability and ownership of actions and hold others accountable to meet commitments
Strong MS Office skills in Word, Excel, PowerPoint
Knowledge of Superannuation / insurance / family law including legislation and best practice
Previous experience in a supervisor, team coach or Team Leader capacity
Desirable
Formal qualification in business management or related discipline is desired
Previous experience leading Group Life teams
Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.
Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.
By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.
Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
