Description Are you passionate about leading high-performing teams and delivering exceptional customer service? We’re looking for motivated and people-focused Team Leaders to join our AustralianSuper leadership group. With multiple roles available , this is your chance to step into a pivotal position where you’ll drive performance, coach for excellence, and help shape the future of our service delivery. As a Team Leader, you’ll play a critical role in shaping the customer experience by supporting, developing, and empowering our front-line staff. You’ll be responsible for driving performance, ensuring quality service delivery, and fostering a culture of continuous improvement and compliance. What You’ll Be Responsible For Strategic Leadership Build and lead high-performing teams aligned with organisational goals and service level agreements (SLAs). Collaborate with the broader leadership team to drive strategic direction and deliver customer-centric outcomes. Champion continuous improvement initiatives to embed best practices across the business. Cultivate strong relationships with internal and external stakeholders to ensure alignment with our customer-first strategy. Operational Excellence Monitor team capacity and resource availability to meet client needs and maintain service quality. Keep your team informed and engaged with updates on procedures, legislation, and business priorities. Support internal and external client and provider enquiries with professionalism and care. Conduct regular quality reviews of calls and workflow cases to ensure high standards are met. People Leadership Lead by example to ensure service standards are consistently met or exceeded. Provide weekly side-by-side coaching and remote monitoring to support team development. Deliver timely and constructive feedback to individuals and the team. Identify training needs and provide tailored development, mentoring, and support. Participate in recruitment, onboarding, and performance management processes. Governance & Risk Ensure team members understand client-specific plan provisions and current legislation. Maintain compliance with Australian Financial Services Licence (AFSL) requirements and internal quality standards. Promote a proactive risk and compliance culture, ensuring all reporting and assurance obligations are met. Stay informed of regulatory changes and ensure appropriate controls are in place to mitigate risk. What You’ll Bring Demonstrated leadership experience in customer service, insurance, or superannuation (ideally within a contact centre environment). Strong communication skills with the ability to adapt your style to suit different audiences. Excellent planning and organisational skills, with the ability to manage competing priorities. A passion for coaching, mentoring, and developing others. Qualifications such as a University Degree, ASFA Certificate/Diploma, or RG146 are highly regarded. Interested? If you're ready to lead, inspire, and grow, we want to hear from you! Let’s shape the future of customer service—together.
