18 Jan
Profusion PAC
Sydney
Are you ready to be part of a dynamic and influential organization that drives economic growth and innovation? My client is the leading marketplace in Australia for trading shares and other securities who provides a platform where companies can raise capital and investors can buy and sell ownership stakes, contributing to the financial stability and prosperity of the nation.
I am seeking a highly motivated and skilled Investor Support Team Lead to lead their front-line investor support centre in delivering high-quality customer service to investors and other customers.
Your role will involve aligning team direction with enterprise strategy, managing performance, and promoting investor outcomes.
Key Responsibilities:
- Lead the investor support centre team.
- Manage performance with a focus on professional development and customer-centric outcomes.
- Promote awareness of investor outcomes during incidents and projects.
- Manage team resourcing and operational demands.
- Handle complaints/feedback according to regulatory obligations and policies.
- Drive operational efficiencies and process improvements.
- Act as a primary escalation point for team issues and customer cases.
- Uphold risk management within the team.
- Monitor call and case quality.
- Maintain CRM data integrity and update team knowledge base.
- Mentoring and coaching team members.
- Managing relationships with business and support stakeholders.
- Handling escalated customer calls and disputes.
Preferred Qualifications:
- Contact centre management experience.
- Knowledge of financial markets and products.
- Experience in an exchange or trading environment.
- Using Salesforce and/or ServiceNow platforms.
- Strong presentation skills and risk management framework exposure.
- Using Salesforce and/or ServiceNow platforms.
- Incident management with a focus on customer communication.
What's On Offer:
- Professional growth and development opportunities.
- Collaborative and inclusive work environment.
- Hybrid model after probationary period
If this sounds like something you would be interested in learning more about, please apply below or contact [email protected]
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