Job Title: Bereavement Services Team Leader
As a team leader, you will be responsible for guiding and developing a high-performing team to deliver consistent, high-quality outcomes. Your role will be critical in supporting customers who are often vulnerable, providing them with the necessary support and assistance.
The key responsibilities of this position include managing workflow, staff rostering requirements, quality assurance checks, and implementing coaching and development plans to improve results. You will also be responsible for identifying and implementing process improvements and people management responsibilities.
What Will Your Day Look Like?
As a bereavement services team leader, your day will be filled with tasks such as actively driving the performance of the team to achieve key financial targets. You will track and measure performance against set targets and objectives, providing monthly feedback to all staff members. Additionally, you will maintain SLA's and monitor customer satisfaction, taking corrective action when necessary.
Other responsibilities include initiating, recommending, implementing, and managing improvements on an ongoing basis. This may involve measuring the benefits of these changes and identifying opportunities for improvement in practices and procedures.
You will also be responsible for developing, coaching, and training team members to assist with cross-skilling opportunities. This may involve assisting other teams during periods of peak volumes.
What Will You Bring?
To succeed in this role, you will need to bring a number of skills and qualifications. These include:
* Ability to lead, motivate, and develop a high-performing team
* Experience in providing coaching and feedback to support team growth and performance
* Sound understanding of team processes and operational requirements
* Proven ability to work in a fast-paced environment with challenging targets
* Strong planning and coordination skills, with the ability to prioritize and work under pressure
* Strong attention to detail and a genuine concern for sustaining and improving quality and standards
* Strong interpersonal and communication skills, with the ability to influence and engage stakeholders at all levels
* Proven ability to make sound decisions under pressure and take accountability for outcomes
Benefits
Working at ANZ offers a number of benefits, including access to health and wellbeing services, discounts on selected products and services from ANZ, and flexible working arrangements to suit your needs. We are committed to building a diverse workplace that reflects the communities we serve.
Others
If you are a candidate with a disability or access requirement, please let us know so we can provide any necessary support throughout the recruitment process. To find out more about working at ANZ, visit our careers website.