An exciting opportunity to join our client as the Team Leader/Manager - Operations based in Chatswood!

About the client

They are a global financial services company with offices worldwide including Australia and NZ offering mortgage and insurance services to their clients.

Why join them?

• Unleash your potential and build a career to be proud of through excellent training and development opportunities.
• Balance your work with hybrid work flexibility after your initial training
• Great team environment, discounted health insurance, professional development
• Office location near public transport

About the role

They are looking for a full time permanent Operations Manager/Team Leader who will be responsible for managing the team and service delivery for several clients. You will be enabling, improving and optimising the overall service delivery & customer experience. You will be leading, motivating and coaching the team of Client Services Consultants to provide outstanding customer service whilst managing external client stakeholder relationships:

Day to day, you'll:

• Coach team members one-on-one to deliver efficient and effective customer experiences
• Manage the risks which stem from working in a highly regulated environment through monitoring and supporting your frontline team
• Proactively driving the implementation of change initiatives for your team and supporting them through it
• Management of client & contractual expectations
• Be a part of governance meetings

About you

• A proven track record of people leadership and operational leadership experience
• Experience in the call centre/operational environment and strong understanding of how it operates including metrics and systems
• Ability to acquire knowledge of mortgages and/or insurance
• Demonstrated experience motivating teams and uplifting team performance whilst also working with individuals one-one-one to improve performance or behaviour in performance management situations
• Excellent time management skills, with the ability to pivot when required
• A genuine passion for customer service and the ability to inspire and lead others to deliver outstanding customer experiences

If this sounds like you, click APPLY NOW or send your updated CV to [email protected].

Please note: you must be an Australian Citizen or Australian Permanent Resident to be considered.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.