Reporting to the Senior Manager- Customer care, this role is responsible for delivering customer-focused, market- leading, frictionless service to achieve Operational Excellence. This role has a strong operational focus, searching out opportunities for continuous improvement in the Customer Care processes and systems. Job Description Some key accountabilities include: Customer Care (Contact Centre) Management Effectively supervise a successful and productive team, ensuring all employees have the necessary training and development in order to achieve agreed targets and objectives. Leading the Contact Centre to ensure efficient customer service experience by effectively managing resource allocation and productivity. Ensuring customer priorities and service levels are proactively monitored for optimum response at all times. Maintains awareness of customer feedback and ratings and ensures actions are put in place to address any improvement areas. Assists in expanding the business through team service levels and Adviser relationships. Teamwork Assisting and supporting other team members and other cross functional teams with the view to sharing expertise, growing the business. Always encouraging a high performance above the line culture within the team. Enhancing the fidelity Life's culture and building a friendly environment. Team Management / Work Supervision Effectively supervise a successful and productive team, ensuring timeliness of turnaround, quality of output, compliance to standards and established procedures and identifying opportunities for improvement to current processes and service delivery. Monitor workflow through the Team ensuring agreed time standards are adhered to Assisting staff in their work as required Risk and Compliance Supports and promotes an environment that fosters pro-active risk management and a commitment to compliance. The value of risk management is understood and clearly communicated to staff. Risks, issues, and incidents are raised and dealt with (as applicable) in a timely manner. Desired Skills and Experience With demonstrated people leadership skills, you'll have the ability to lead, develop, coach and inspire a high performing team. You are an excellent communicator and enjoy engaging with stakeholders at all levels whilst being results and solutions focused. You can demonstrate excellent prioritisation, planning and organizational skills with proven results in delivering great customer outcomes. Together with this you have: A minimum of 5 years' experience within Customer Services in a similar role and environment. Formal Customer Services training. A strong understanding of Call Centre metrics / dynamics. Technical understanding of Call Centre operations would be ideal. Ability to prioritise and manage multiple projects. Ability to develop and monitor quality frameworks. Experience with managing performance within the team. About Us Celebrating 50-years in 2023, Fidelity Life is New Zealand's largest locally owned and operated life insurer. Our people are connected through our purpose and the shared belief that insurance really matters. We're passionately committed to our aspiration to reimagine life insurance, so we can be there for more New Zealanders when they need help the most. Our aspiration is built around transforming our industry through a customer lens. We're aiming to use smart technology, data, and digital capability to unlock a deeper understanding of our customers and provide innovative solutions and experiences that meet their needs. We're also committed to our communities. Given that New Zealand has one of the lowest rates of life insurance in the developed world, we think we have a responsibility to raise financial awareness and education, to provide better protection for all New Zealand families and whanau. In short, we've big aspirations and a plan to deliver on them – and we're looking for great people to help make it happen! #J-18808-Ljbffr
