Overview
Stopline is an Australian-owned business operating as an independent and confidential whistleblower hotline service for 25 years (est 2001). We provide organisations with a secure platform to report corruption, misconduct, and unethical behavior in the workplace, including anonymous reporting options. Our services play a vital role in supporting corporate governance by protecting assets, people, and reputations while aligning with local and international regulatory requirements. Known for our ethical standards, integrity, and confidentiality, Stopline is committed to fostering safer workplaces. By utilising whistleblower services, organisations can significantly mitigate exposure to fraud and misconduct risks.
Role Description
This full-time Disclosure Services Team Leader role is an on-site position based in Melbourne, VIC. The Team Leader will oversee the daily operations of a team managing whistleblower disclosures, ensuring the delivery of confidential and professional services. Responsibilities include supervising team members, managing workflows, maintaining service excellence in customer interactions, and fostering an environment of trust and ethical conduct. This role requires proactive team leadership and a focus on continuous improvement of internal processes.
Key Responsibilities
* Lead the Disclosure Services Team to deliver high-quality disclosure handling and reporting
* Manage team performance, including setting and maintaining KPIs and providing learning and development opportunities for the team to consistently exceed the KPIs
* Oversee intake and handling of disclosures via phone, email and web channels
* Keep up to date with compliance and regulatory changes to support client inquiries
* Ensure appropriate handling of sensitive matters including fraud, misconduct, harassment and regulatory breaches
* Maintain quality control of disclosure reports prior to release to clients
* Ensure service levels and client expectations are consistently met
* Drive continuous improvement in processes, quality and productivity
* Support recruitment, onboarding and training of team members
* Manage inbound workload and ensure timely processing of disclosures
* Liase with clients and disclosers directly, as required
* Prepare and deliver reports regarding the performance of the CEO, broader team and clients
Success Criteria
* High-quality, accurate and timely disclosure reports
* Strong team engagement, retention and performance
* Consistent achievement of SLA targets
* Demonstrated improvement in operational efficiency
* Positive client feedback on professionalism and handling of sensitive matters
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