Lead a high-performing Inbound Voice team
Drive member excellence and first-contact resolution
Competitive Salary + Growth Opportunities
- $110k inclusive of super
The Role
Are you a natural leader with a passion for coaching and a deep understanding of the financial services landscape? We are seeking a dynamic Service Delivery Team Manager to lead an Inbound Voice team for a prominent member-based superannuation fund.
In this pivotal leadership role, you will be responsible for driving a culture of excellence, ensuring your team of up to 12 specialists delivers high-quality service across calls, triage, and complex enquiries. You aren't just managing a queue; you are inspiring a team to provide meaningful outcomes for members while maintaining strict regulatory compliance.
Key Responsibilities
Leadership & Culture: Foster a high-performing, risk-aware culture. Role model organizational values and manage team engagement, resilience, and wellbeing.
Performance & Coaching: Execute effective 1-on-1 coaching, drive individual development plans, and conduct mastery assessments to ensure technical excellence.
Service Delivery: Ensure first-contact resolution (FCR) and oversee the handling of complex escalations and complaints in line with CX strategies.
Continuous Improvement: Identify process efficiencies, optimize telephony and CRM usage, and contribute to the evolution of service standards.
Quality & Compliance: Monitor member interactions for quality assurance, ensuring all team activities remain compliant with legislation and internal policies.
Reporting: Develop operational performance reports and provide data-driven insights to senior management.
Your Profile
To be successful in this role, you will be a "people person" who leads by example rather than authority. You should possess:
Experience: Proven track record leading phone-based service professionals within the Superannuation industry.
Technical Expertise: RG146 Superannuation certification is essential.
Leadership Skills: Demonstrated ability to manage performance, provide structured feedback, and motivate a team to achieve KPIs.
Strategic Mindset: Strong business acumen with the ability to contribute to broader service strategies and data analysis.
Communication: Exceptional writing and negotiation skills, with the ability to influence stakeholders at various levels.
Qualifications
RG146 Superannuation Certification (Essential).
Certificate in Frontline Leadership/Management or Tertiary qualifications in Business/Finance (Highly Regarded).
Commitment to maintaining ongoing CPD points.
Why Apply?
This is an opportunity to join a purpose-driven organisation that values accountability, respect, and collaboration. You will have the autonomy to shape your team’s success and the support to grow your own professional career within a stable and rewarding sector.
To Apply: Please submit your resume detailing your leadership experience within the superannuation sector.
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.
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