Team Leader

We are seeking an experienced Team Leader to lead a team of Customer Service Officers and Administrators in supporting clients within the superannuation and insurance sector.

This is a people-focused leadership role where your ability to drive performance, coach and develop team members, and foster a culture of continuous improvement will be critical to success. You'll work closely with leaders and stakeholders across the business to ensure service delivery, quality standards, compliance obligations, and customer outcomes are consistently achieved.

Key responsibilities

• Lead, develop and motivate a high-performing team of Customer Service Officers and Administrators to achieve service, quality and productivity targets.
• Drive team performance through effective coaching, performance feedback, mentoring and capability development.
• Monitor service levels, resource allocation and workflow management to ensure client needs and SLAs are consistently met.
• Champion continuous improvement initiatives that enhance customer experience, operational efficiency and quality outcomes.
• Conduct quality reviews, call monitoring and workflow assessments to ensure exceptional customer service standards are maintained.
• Partner with internal stakeholders and leadership teams to deliver customer-centric solutions aligned to business objectives.
• Support recruitment, onboarding and workforce development activities within the team.
• Promote a strong risk, compliance and governance culture, ensuring adherence to AFSL obligations, regulatory requirements and internal controls.

About you

To be successful in this role, you will bring:

• Demonstrated people leadership experience within superannuation, insurance or financial services environments.
• Strong experience driving team performance, service delivery outcomes and quality standards.
• Proven coaching and mentoring capability, with a passion for developing high-performing teams.
• Experience leading or contributing to continuous improvement initiatives.
• Knowledge of superannuation administration, insurance within super, or related financial services operations.
• Strong stakeholder management and communication skills, with the ability to influence and build relationships at all levels.
• Excellent organisational skills and the ability to manage competing priorities in a fast-paced environment.
• Relevant qualifications such as a university degree, ASFA Certificate/Diploma, RG146, or equivalent industry experience.