at Macquarie
Investment BankingPosted 7 days ago
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**Team Leader Customer Care (Case Management) - 24425** Guide, develop, and coach a team managing complex customer cases, ensuring service level agreements are consistently met. Partner with cross-functional teams to troubleshoot operational blockers and drive process improvements. Requires proven leadership experience, exceptional communication skills, and resilience handling sensitive cases. Hybrid and flexible working arrangements available.
- Compensation
- Not specified
- City
- Melbourne, Sydney
- Country
- Australia
Currency: Not specified
Full Job Description
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Team Leader Customer Care (Case Management)
What role will you play?
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What you offer
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- Proven experience managing, mentoring, and developing a team, with a track record of running effective stand-ups and structured performance reviews.
- Strong ability to provide constructive feedback and targeted coaching to elevate team performance, empower Case Managers, and support their career growth.
- Eager to embrace AI offerings and proactively look for ways to leverage these tools to make our processes smarter and more efficient.
- Demonstrated experience in managing workflows, and ensuring efficient operations within a high-volume or specialist customer support environment.
- Ability to guide the strategy for resolving escalated, complex, and sensitive customer cases, ensuring optimal outcomes for both the customer and the business.
- Excellent stakeholder management skills, with specific experience partnering proactively with Product and other stakeholders to remove blockers and drive systemic improvements.
- High personal resilience to effectively support and guide a team that routinely handles highly sensitive customer vulnerability cases, while actively promoting team well-being.
- Exceptional communication skills to manage team dynamics, present performance metrics, and collaborate across various departments.
- Understanding of the operational risks and regulatory obligations associated with customer vulnerability and complaints in the banking sector.
- Ability to review and resolve standard, low-complexity issues while understanding their broader implications.
What we offer
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- 1 wellbeing leave day per year
- Up to 5 additional service bonus leave days per year
- Up to 20 weeks paid parental leave for primary caregivers along with 12 days of transition leave upon return to work, and 6 weeks paid leave for non-primary caregivers
- 2 days of paid volunteer leave and donation matching
- Up to 12 months gender affirmation leave, including 6 weeks paid leave
- Access to Employee Assistance Program and wellbeing benefits including skin and health checks, and flu vaccinations
- Access to a wide range of salary packaging options
- Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription
- Hybrid and flexible working arrangements, dependent on role
- Reimbursement for work from home equipment
About Banking and Financial Services
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Inclusion at Macquarie
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We are committed to providing an inclusive environment for all, where different experiences, skills and perspectives are valued and respected. Macquarie provides access to opportunities for all individuals regardless of race, colour, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, genetic information, marital status, gender identity or any other characteristic or circumstance.
We provide reasonable adjustments to individuals who may need support during the recruitment process and employment. If you require an adjustment, please let us know during the application process.
