AU Level 3 Team Lead - (w/ Insurance/Mortgage and Offshoring-centered exp)

About the Role

Plan, coach, and lead the day-to-day team functions and associated duties to support your team to deliver high-quality outcomes that delight our clients. The role focuses on process documentation, improvement, and training through effective, high-quality knowledge transfer and retention, while helping to shape the broader operations function, employee engagement, and culture.

Key Responsibilities:

Client Management

·        Develop and execute against client-specific account plans.

·        Understand the client environment, their use cases, and the value they get from our service.

·        Manage client engagement and other client feedback programs.

·        Work with implementation and onboarding managers to ensure client expectations are set correctly and delivered against.

·        Work with internal cross-functional teams to ensure high-quality service delivery outcomes for clients.

·        Engage internal operations and service delivery teams to support client issues, escalating where necessary.

·        Understand contract scope and ensure delivery against it, or that a plan is in place with the client.

·        Act as the voice of the client internally, advocating for client value and raising issues proactively.

Team Management

·        Manage individual and team performance against agreed metrics.

·        Coach and develop team members to build capability.

·        Interview and successfully onboard new staff as the team grows.

·        Analyze and report on productivity and other metrics, including insights and action plans to improve.

·        Handle escalations and issues as needed.

·        Drive a high-performing culture and a positive, collaborative working environment.

·        Perform other duties as assigned.

·        Comfortable using AI tools such as Microsoft Copilot to support day-to-day work.

Requirements:

• Ideally, five years of people leadership experience, preferably within a BPO environment
• Experience servicing Australian or global clients
• Experience in the Insurance or Mortgage industry
• Excellent English communication skills
• Demonstrated ability to coach, mentor, and develop individuals with varying skill levels
• High reliability, adaptability, and attention to detail
• Collaborative approach to working with others

Why IntoGREAT

Competitive Compensation Package: An attractive salary and comprehensive benefits aligned with market standards.

Work-Life Balance Support: Paid time off, wellness programs, and initiatives designed to enhance employees work-life balance and personal productivity.

Career Growth and Development: Opportunities for training and development to help employees advance their skills and grow within the company.

Supportive Leadership: A collaborative environment with leaders who provide guidance, mentorship, and recognition to empower employees in their roles

Ready to Shape the Future

Step into a role where your skills will fuel growth, inspire change, and create a lasting impact. We're eager to see how you can make a difference with us!