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The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.
Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.
That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.
Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.
For our business, for clients, and for you
Contact Centre Manager
Brisbane/ Sydney
Description
The Contact Centre Manager is accountable for managing the Contact Centre Teams to deliver all first point of contact for Apex’s superannuation and redundancy trust clients
Job specification
Manage the Contact Centre teams to deliver quality superannuation interactions ensuring adherence to industry best practice to clients, within the service standards agreed and provision of timely and accurate advice to Clients
Manage resource allocation to meet varying workloads and client needs with clear communication to employee of position requirements, objectives, priorities and expectations
Oversee monitoring and evaluation of customer interactions, ensuring adherence to standard and Compliance with legislative and trust requirements
Effectively build relationships and work with clients at all levels to translate their needs into a complete solution
Review Quality reports for each employee to ensure quality and compliance standards are met. Agree on training plans and further actions and development required
Establish and maintain good working relationships with clients and external service providers
Participate in training programs, including technical reading, to increase knowledge to provide improved support to team members and for dealings with both customers and service providers
Ensure Incident and Complaint resolution and activities are undertaken together with adequate controls in place
Skills Required:
RG146 Superannuation qualifications
Excellent knowledge of superannuation legislation and its impact on the business environment
Previous experience in a similar role/ management experience
Acurity systems knowledge and experience (preferable)
Commitment to high standards of client service with balanced focus on priorities of the business
Strong interpersonal and leadership skills with the ability to engage and motivate others, positively influence organisational culture and provide strong direction.
Continual improvement mindset and a desire to strive and achieve optimal results.
Well-developed PC skills eg. Word, Excel, Outlook with speed and accuracy
What you will get in return:
A genuinely unique opportunity to be part of an expanding large global business;
Competitive remuneration commensurate with skills and experience;
Training and development opportunities
Additional information:
We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.
We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.
For more information on our commitment to Corporate Social Responsibility (CSR) please visit https://theapexgroup.com/csr-policy/
Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.
