NSC Team Manager

Melbourne, VIC
Permanent
Full-time

13 days ago

Job Category: Customer ExperienceJob Description:If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.Help people create their tomorrow, while you create yoursWe help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.If we do our job well, we genuinely add to the prosperity of our country and its people.The North Service Centre Team Manager is responsible for leading a team of phone and chat based consultants. The Manager is responsible for ensuring the team delivers exceptional service outcomes, educates and uplifts digital opportunities, meets quality by providing strong leadership and leading change to improve customer and adviser outcomes via phone, chat and email channels.How you'll make an impact

Lead a team of consultants to achieve their KPI's as well as educating and supporting growth and digital adoption from clients and advisers
Identify and fulfil the coaching, skills, experience and capability needs of consultants
Ensure all team members work in a compliant manner in line with internal guidelines and obligations, and external regulatory requirements
Monitor and deliver on agreed targets by providing leadership to drive an effective, efficient, collaborative and customer centric culture
Manage cost centre within budget
Manage key stakeholder relationships
Use data metrics and key themes to improve and build upon customer outcomes
Provide performance reporting and customer insights to key stakeholders
Accountable for the completion of assigned tasks and projects

What you will bring to the teamIdeally, you will bring the following experiences to this role:

Previous 2+ year's experience in managing people and working across a fast paced, customer/client service orientated team environment and/or financial service industry and driving a collaborative, high performance culture
Experience in providing technical experience within own area/team
Understanding of contact centre technology, systems and performance
Broad understanding and experience of wealth management and processes of financial planning
Understanding of the regulatory and compliance regime for financial services
Ability to deliver results via effective leadership and coaching
Broad understanding of superannuation legislation

You'll thrive here if…If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.If you're someone that can hold their own, you'll find AMP quite liberating.Why we think you'll love working at AMPDoing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.We believe in the power of inclusion and diversityWe're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.Ready to create your tomorrow?If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.Don't procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.Looking forward to meeting you.

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