Senior Manager, Administration
Senior Manager, Administration
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Job Description
- Manage the productivity and functionality of your teams to achieve target service level targets.
Ensure teams are achieving quality accuracy targets.
Ensure improvements are identified and championed to continuously improve quality and accuracy through reduction of incidents and increased quality.
Monitor all service delivery targets ensuring staffing levels are appropriate to meet contracted standards holding Team Leaders accountable.
Ensure client escalation and issues and escalations are resolved efficiently and work with Team Leaders to identify improvements to our ways or working with the client to support service excellence.
As required support monthly client forums and participate in the teams performance discussion for that period including rectification plans where expectations are not being met.
Provide and demonstrate strong leadership to direct reports to drive service delivery excellence and alignment to Grows culture and behaviours.
Champion provision on ongoing support and development to administration teams to ensure skills gaps and continuous development is provided
Work with Head of Administration regarding resourcing and recruitment needs to ensure adequate staffing levels and knowledge to meet our contracted standards.
Prepare and pro-actively participate in regular 1:1s for direct reports and ensure all leads are having 1:1s with direct staff.
Support HoA in the contribution to forums to identify opportunities to improve existing solutions which drive increased quality reduced risk and operational efficiency through creation of capacity
Support Operations Support teams in the analysis reduction and resolving of incidents to ensure the reduction of risk/future incidents
Work with HoA to Identify opportunities to support better ways of working with clients reduce hand-offs or increase member experience/satisfaction
Support HoA as directed with project and transition support.
Qualifications :
5 years experience in leading teams within Superannuation or Insurance administration
Proven experience leading and developing mid-sized to large teams across complex administrative functions
Demonstrated ability to manage client-facing service environments with contractual KPIs
Strong track record of process improvement risk reduction and operational efficiency delivery
Proven experience in supporting transitions organisational change and project rollouts
Additional Information :
Why youll love working at GROW
- ME Days - Take an additional 3 days of leave off per year for wellness!
- Birthday Leave - Take an extra day off per year on your birthday!
- Employee Share Option Program - our success is your success!
- Parental Leave we provide 10 weeks and support growing families by covering Superannuation contributions for the Primary Caregiver (regardless of gender)!
- Community give back days - organised by us!
- Learning & Development Budget - up to $500 per year to use on your own development!
- Hybrid Work Arrangement - We have a true hybrid arrangement!
- Exciting Discounts - Think movie tickets gift cards & even electronics
Looking for a job can be stressful and we dont want you agonising over the wording of your cover letter so dont include one. Just make sure your CV is well-written and detailed enough so we can get a better idea of the type of person you are. Even if you dont meet every single requirement but you feel inspired to join our mission we encourage you to send in your application. You never know you could be the perfect person to join our team!
We are a Circle Back Initiative Employer we commit to respond to every applicant
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
