Team Leader - Service - MI Member Engagement WA

Job Description

Team Leader - Service - MI Member Engagement WA Perth WA, Australia Req #500 Monday, 24 February 2025 About the Role The Member Engagement Team Leader is crucial to the operational success of the team. They will lead their people in an open, engaging style ensuring the right coaching and development tools are in place to enable each consultant to have quality conversations with members. These conversations should be based on performance targets, agreed processes, procedures and business rules whilst being responsive to member needs and expectations.Team Leaders will also provide the escalation point for employees and member queries and/or complaints.The team’s primary role is to process general enquiries, renewals, amendments, payments and cessations for all Medical Indemnity, and other Avant products. This includes all ‘real time’ and ‘deferred’ transactions incorporating administration tasks, and inbound and outbound contacts across phone, email, chat and other media as required.Whilst the Team Leaders are subject matter experts for workflow and products, their focus is not on processing tasks and hands-on service delivery but on the day-to-day delivery of service through coaching and development of their teams to ensure the delivery of ‘sustainable’ service which is critical to the success of the business. Time management is absolutely imperative in this role as team leaders will be required to balance the needs of members, their people and stakeholders, while trying to execute against the core function of coaching and development of the team. Along the way team leaders are expected to identify process improvements and innovation opportunities, support change activity, and implementation of projects where required. Key Responsibilities: Inspiring and engaging a diverse team of service professionals to deliver exceptional behaviours (values) and performance outcomes. Effective planning (quarterly, weekly and daily) and execution with Service Manager to ensure business objectives are met and balanced with member expectations. Coaching and developing people to succeed in their roles. Striving for operational excellence by focusing on improving service delivery, quality and cost. Contributing to innovation by driving change and improvements in business that ultimately deliver better experiences for members and employees. Maintaining a growth mindset, finding solutions to challenges as they arise, constructively challenging where appropriate, and influencing hearts and minds when implementing business deliverables or change. Managing an operational environment, particularly communicating changes to processes and systems. Ensuring the business meets the appropriate control frameworks in place and meets all compliance and regulatory obligations. Key Accountabilities: Lead, inspire, motivate, coach and develop the team. Ensure Avant members receive consistently superior service. Manage operations to ensure business objectives are met (e.g. service, quality, cost, risk, people). Identify and drive continuous improvement opportunities that deliver business efficiency, reduce operating costs and improve member experience. Always represent Member Engagement to a high standard on projects and other activities within the organisation. Ideal Candidate Will Have: Passion for providing great member experience. Motivated with a positive attitude. Commitment to continuous improvement. Flexible approach to work. Attention to detail. Ability to work well with others. Resilience and ability to work in a challenging environment. Full working rights in Australia (Permanent Residency or Citizenship). Previous experience in a leadership role in a member-focused contact centre environment. Proven ability to drive team performance in an inbound/outbound service environment. Key Skills: A proven ability to build long-term successful relationships and engage well with a variety of internal and external stakeholders. Exceptional negotiation and influencing skills. Excellent communication and interpersonal skills. Strong aptitude to be resourceful in the delivery of positive service outcomes. Strong resilience with the ability to lead and effectively manage change. Creative and innovative approach to business process improvement. Understanding of compliance and legislative frameworks impacting medical indemnity insurance. IT literate - competent using Microsoft Suite. Strong administration skills. #J-18808-Ljbffr