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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
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Team Leader - Operations |
| Position Code: | 350 | | Career Level: | 3 |
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Responsible for
Coaching and developing a small group of processing staff, rostering their work times to ensure that operations are conducted to required standards and communication to staff on issues relevant to the business. |
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Reports To
Manager - Operations. |
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Supervises
Small team of processing staff, which may include entry level and senior (experienced) staff - up to approximately 8 staff. |
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Main Activities
Scheduling and allocating work to staff to maximise efficiency and the service provided to customers by ensuring the right mix of full/part-time staff.
Managing the team to facilitate the courteous, prompt and accurate processing of customer documents.
Ensuring staff are given suitable training time and that effective and regular feedback is provided on their performance and progress.
Assisting staff in the resolution of customer complaints and referring them as appropriate for business opportunities.
Selecting and/or assist with selection of staff.
Coaching/counselling staff to ensure they are aware of job requirements and are able to meet/exceed job requirements.
Modelling service behaviours.
Developing teamwork within own unit and fostering/maintaining relationships with other teams.
Completing staff appraisals of direct reports when due.
Ensuring audit and compliance requirements are met.
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Key Skills
Organisational communication and customer handling skills.
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Internal Contacts
Supervisor, First level supervisor, Customer Service Manager - entry level. |
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External Contacts
Customers and branch staff (domestic and international). |
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Typical Experience
At least 2 - 3 years experience in the processing environment, with at least 6 months at a supervisory level. |
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