CFS CS Team Coach
Business Unit
The Client Services division is responsible for looking after the day to day interactions we have with our clients - both advisers and investors.
CS has a contact centre, where our clients call to ask questions or make alterations to their accounts. We also have many administrators who act on instructions we receive from our clients by phone, letter or email and make changes or move money on their behalf.
Our contact centre and administrators are assisted by other teams who balance the books, train staff and monitor and maintain our systems.
This role is part of our Investor Administration area and is in a team which focuses on all elements of training, including design, delivery and assessment.
Purpose
As a Team Coach you will be a key member of the area's leadership team. Investor Administration has six team coaches looking after nine teams performing different administrative functions.
You'll encourage excellence in both administration and service performance resulting in effectively trained staff who process work efficiently and accurately with a strong focus on customer satisfaction.
You'll deliver a range of staff learning and development activities by monitoring, assessing and reporting on performance quality. Your ongoing discussions with individuals and team presentations will be delivered in an engaging and professional style.
You will continually look for ways to improve the processes and procedures we use.
Work of the role
You will be highly motivated with the ability to achieve targets in a busy and customer focused environment. You must be a patient and effective coach/presenter, computer literate and above all have a strong focus on customer service which is inherent in everything we do.
You will be responsible for:
- Designing, delivering and assessing on-boarding programs for new starters
- Designing training resources for one-on-one and group training sessions on product, process and systems
- Continually assessing the effectiveness of processes, products and systems, reporting your observations and recommending improvements
- Identifying training needs and opportunities
- Regularly updating Standard Operating Procedures
- Working as part of a team committed to the provision of excellent service
- Assisting team members where specialised knowledge or experience is required
- Actively contributing to meetings, discussions and general feedback to ensure all issues effecting team matters are addressed openly and with integrity
- Maintaining a high standard of professionalism and common courtesy to colleagues
Experience and Qualifications
- An ability to build effective rapport
- Clear concise written and verbal communication
- Ability to think outside the square
- An eye for detail
- A willingness to tackle issues beyond your 'own' role
- Experience prioritising and meeting deadlines
- A willingness to learn
- Possibly experience as a CFS subject matter expert
- Possibly a track record of success in a similar role
- Examples of your coaching skills
- At least 3+ years in a learning/development role
- A thorough understanding of products and processes across at least two of our teams
- A proven passion for customer service
- Strong PC literacy
- RG 146 qualification (or working toward completion)
- Certificate 4 Training and Development qualification (or working towards)
Features Benefits
Client Services is a vibrant, customer-focused and high integrity culture. We will continue to invest in people development, talent management and making the place committed to diversity, safety and one where our employees are proud to work.
Here are some of the great employee benefits available to employees:
- On-going development to help you reach your career goals
- Outstanding team culture
- Permanent role!
How to Apply:
Advertised:
22 Oct 2013 Aus. Eastern Standard Time
Leave a Reply
You must be logged in to post a comment.