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Form of work Posted: 11/01/2024 Closing Date: 09/02/2024 Job Type: Permanent - Full Time Location: Sydney Job Category: Investor Services About Us Automic Group is Australia's fastest growing share and fund registry – but we are a lot more than that! Automic has undergone a strong period of growth and development across its service and product innovation as well as acquisitions. Our key role in driving the success of our customers is through technology innovation that provides services and experiences beyond a traditional registry model. We are on a continuous journey to deliver an unrivalled experience that revolutionises share registry, governance and board management and will pave a new way for companies to operate now and in the future. Our proprietary technology and commitment to meeting the needs and exceeding the expectations of our customers fuel our own success. We work with more than 1,200 companies and funds, and we were the leading IPO provider in FY23, with 61% market share. Additionally, 67% of listed companies making a share registry transition are moving to Automic Group and enjoying the benefits of our superior technology and service offering. Our culture is innately entrepreneurial, comprising of people who thrive in an atmosphere where ideas, actions and initiative are encouraged. Our core values, Customer Success, Ambition, Equality and Team are at the foundation of who we are and how we operate. Job Description The Role As a Team Leader in our Investor Services team, you will be responsible for leading and developing a team of Associates to meet daily SLAs and maintain exceptional customer service. With a focus on managing direct reports and ensuring appropriate coverage, you will handle escalations, provide guidance on urgent tasks, and take responsibility for leave requests, performance management, and development conversations. Additionally, you will oversee record dates and proxy closes, conduct call listening sessions and QA monitoring, and ensure team KPIs are consistently met. This is a fantastic opportunity for someone with prior experience in a Contact Centre environment, strong people leadership skills, and an interest in Share and Fund Registries. Responsibilities Support and mentor Associates, including conducting individual meetings Oversee team leave requests, performance management, and career development discussions Handle customer inquiries and complaints promptly via phone, live chat, and mail Create and maintain a weekly rosters to ensure adequate coverage Handle escalated issues efficiently and effectively Take responsibility for record dates and proxy closes Participate in candidate interviews Conduct call listening sessions and quality assurance monitoring for emails and processing Ensure that all team key performance indicators (KPIs) are met Desired Skills and Experience Demonstrated Capabilities Previous experience in a Contact Centre setting Minimum of 2 years' experience in Financial Services Demonstrated leadership skills and experience in managing people Exposure to fast-paced corporate environments…
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