Investor Support Team Lead (AJ779)

Investor Support Team Lead (AJ779)

18 Jan
|
Profusion PAC
|
Sydney

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]

The original job offer can be found in Kit Job:
https://www.kitjobau.com/job/116924569/investor-support-team-lead-aj779-sydney/?utm_source=html

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