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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
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Senior Team Leader - Operations |
| Position Code: | 355 | | Career Level: | 3 |
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Responsible for
Coaching and developing a large group (or several groups) of processing staff, rostering their work times to ensure that operations are conducted to required standards and communicating to staff on issues relevant to the business. |
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Reports To
Manager - Operations. |
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Supervises
Up to 25 processing 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(s) 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 assisting with staff recruitment.
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
Strong interpersonal and communication skills.
Ability to meet specified production targets through the efficient use of resources.
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| Internal Contacts |
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External Contacts
Customers and branch staff (domestic and international). |
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Typical Experience
At least 3 - 4 years experience in the processing environment, with at least 6 - 12 months at a supervisory level. |
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Other Comments
Alternative Titles: Supervisor, Senior supervisor, Customer Service Manager. |
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