Team Leader, Operations Job in Link Group

Job Description

• Achievement of service standards and client specific requirements regarding quality assurance, daily reporting and end of month reporting
• Create a team culture where staff are customer focused and understand customer needs
• Ensure the team provide accurate and complete information, solve problems and complete transactions in a professional and timely manner to agreed standards
• Monitor customer satisfaction results and proactively improve these by focusing on key drivers
• Monitor and measure team and individual staff performance against agreed KPI s
• Provide regular feedback sessions (as specified in performance agreement) and performance improvement plans for team members who are not meeting agreed measures and standards
• Manage team resources by ensuring availability and punctuality of team members
• Ensure employee s credit time and leave accruals are within guidelines so that the Link Group s financial liability is limited
• Prepare data for monthly reports for clients and internal stakeholders
• Regularly review work practices/procedures to identify opportunities to improve quality and/or productivity
• Implement and support changes and improvements
• Manage escalations and seek to resolve them to the satisfaction of the customer and client
• Monitor the work of team members to ensure that the team is compliant with legal, regulatory, policy and business requirements
• Encourage an environment of openness and information sharing within the team, by implementing regular team meetings and communication processes
• Manage the performance of team members by coaching, providing regular feedback on performance, and completing performance management processes within agreed timeframes
• Assist other teams across the business as required
• Provide career counselling and development opportunities for team members by discussing their career goals and current training needs, and supporting learning through personal development plans and training
• Assist manager in achieving targets including headcount and all variable operating costs within agreed budget for team
• Actively develop key relationships with other business units. Work with Team Leader and other supervisors to improve personal and overall team capability ensuring clear lines of communications are available across all teams
• Insert further functions and activities as required (project work, client presentations)

• Previous supervisory experience
• Ability to coach and motivate a team
• Ability to build a team and develop team performance
• Excellent verbal and written communication skills
• Exhibits high level client service skills
• Excellent problem solving skills both independently and supporting others
• Excellent time management skills, demonstrating flexibility and the ability to manage and plan in order to meet deadlines
• Ability to improve team performance and manage change
• Generates creative solutions to problems; looks for ways to improve services and processes
• Knowledge of appropriate people management practices
• Insert further understandings as required (superannuation, taxation compliance and legislation, best practice administration processes and procedures, industry knowledge)
• RG146 Qualified
• Tertiary qualification in a relevant field desirable