AddressOverview
Provide effective leadership, planning and staff development to direct reports. The role will be responsible for team performance in accordance with agreed SLAs and ensure that work produced by the team meets defined quality standards.
This role will also have oversight of the financial reporting function, managing, driving and owning the relationship with relevant corporate clients for the production of quarterly, half-yearly and yearly financial reports.
The role will have oversight of the Coporate and Key Employer Team (KET), as well as oversight of the end-to-end solutions as required by the fund’s top tier employers.
Key Accountabilities and main responsibilities
Strategic Focus
- Responsible for building high performing teams to ensure service levels are met and to prioritise and adapt work to align with organisational goals.
- Work in partnership with the broader leadership team to drive strategic direction and provide effective leadership.
- Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into the business
- Establish and maintain strong working relationships with key internal and external stakeholders, to ensure alignment with and delivery of customer centric solutions against the overall strategy.
- Lead and drive Key Employer Team acquisitions, both corporate transactions and acquisitions in the KET space.
- Manage, drive and own client relationships with a view to achieving client satisfaction
Operational Management
- Continuously monitor resource availability so the team can meet client needs and perform services properly
- Maintain effective communication to ensure that team members are kept up to date with any changes to procedures, legislation, or corporate issues
- Assist with enquiries from internal and / or external clients and service providers
- Actively participate in team meetings, staff meetings, management meetings
- Oversight of quality reviews of direct report’s calls and day-to-day work through telephone call and workflow case monitoring where required
- Oversight of the development and delivery of financial reporting procedures and SLAs
People Leadership
- Manage team members and workflow to ensure that service standards are met or exceeded
- Provide side-by-side coaching and remote monitoring on a weekly basis to ensure team members are delivering high quality customer service as measured by individual and team targets
- Provide individual and team performance feedback
- Provide ongoing support, development, training and mentoring to team members
- Support and participate in staff recruitment as required
- Participate in and adhere to the Performance Management process and be proactive in identifying and addressing training needs for team members.
Governance & Risk
- Ensure that all direct reports understand client specific plan provisions and current legislation
- Ensure all tasks within the team are performed in accordance with defined quality standards and the requirements of the Australian Financial Services Licence.
- Ensure the development of a risk management culture, and effectively limit risk exposure to Link Group with strategies to mitigate risk.
- Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework.
- Foster a proactive risk and compliance culture within the team and ensure all risk and compliance reporting and assurance obligations are met.
- Maintain awareness of the regulatory environment with respect to team functions.
- Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place.
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
- Ideal experience in customer service, insurance within the Superannuation industry
- People leadership experience
- Ability to communicate at all levels and tailor style to suit various audiences
- Strong organisational and planning skills with the ability to manage conflicting priorities
- Good written and verbal communication skills
- Proven experience working with a variety of internal and external stakeholders
- University Degree (or equivalent), ASFA Certificate / Diploma, or relevant superannuation administration experience/Contact Centre experience/RG146
