Terminations Team Leader
FleetPartners, Australia
Job Description
· ASX 300 listed financial services organisation
· Flexible amp; hybrid working arrangements
· Sydney location
Do you want to:
· work in an organisation where 98% of all team members believe that their manager genuinely cares about their well-being and feels valued?
· understand the strategic direction of your organisation and how your effort contributes to success?
· work in an inclusive environment who is proudly a WGEA Employer of Choice for Gender Equality?
· work for a climate Active CERTIFIED Carbon Neutral fleet management organisation?
· be recognised and rewarded for your performance?
· work for an organisation where ‘C-A-R-E’ are their values?
· have career opportunities, a voice that’s heard, and a fast-paced, dynamic yet flexible working environment?
If so, then FleetPartners might be the place for you.
FleetPartners Group is an ASX 300 listed financial services, vehicle management, and employee benefits company. We support all types and sizes of businesses to acquire and effectively manage their vehicles, with over 93,000 vehicles currently under management. We also help everyday Australians to maximise their salary by administering employee benefit programs and help them to get into the car of their dreams.
Who we’re looking for:
This role is responsible for leading a high performing Terminations team supporting our Operating and Novated lease customers. You will provide coaching, training, and leadership skills to inspire the team to deliver excellent levels of individual/team performance and customer satisfaction.
Reporting to the Customer Experience Manager, the team leader role will manage all day-to-day activities, prioritise work within existing processes and ensure the team meet and exceed all SLAs.
Stakeholder engagement will be vital in ensuring a smooth transition for our customers when ending their lease whether it be through the due off or early termination process.
What you’ll be doing:
· Lead a team of termination officers to provide an exceptional experience to our customers
· Lead and motivate an engaged team to meet high performance individual and team KPI’s
· Effective management of Net Promotor Score (NPS) close the loop assigned cases, escalations and logged complaints
· Effective Management of Pipeline requests and Genesys telephony queues
· Responsible for the accurate and efficient delivery and processing of terminating contracts including all Operating, Packaging, and Novated divisions of FleetPartners
· Ensure training and development plans are maintained for all team members
· Coach and Empower team members with skills to improve their confidence, product knowledge and communication skills
· Conducting regular 1:1’s, performance reviews and team meetings are required
· Ensuring FleetPartners Group is compliant in all aspects relating to the financier and legal obligations inclusive of KYC AML/CTF compliance
· Ensuring all existing processes and procedures are documented
· Maintaining excellent internal and external relationships with all departments, specifically Financiers, Operations, Novated customer facing departments, Novated Relationship Managers and Operating leads.
· Exhibiting the FleetPartners Group values Leading by example at all times, promoting the positive, professional and unique image of the Group.
· Effective communication between internal and external stakeholders, resolving queries and setting expectations within the end of lease process
·Assisting the Terminations/ Project team in the transition of Enterprise Resource Planning (ERP) platforms as a part of Project Accelerate
Requirements
· A minimum of 5 years’ experience in a contact centre/operations leadership role
· Experience in financial or fleet management services is preferable
· Ability to think outside the box and put forward suggestions on process improvement
· Strong communication skills and stakeholder engagement
· Passionate about people and engagement
· Demonstrated excellent leadership skills across multiple work groups
· Experience in embedding Customer Experience programs
· Strong coaching and people-development skills through call listening, quality feedback
· Experience with Salesforce, Genesys and call centre technology is preferable
Benefits
· 7 additional days of annual leave per year.
· 16 weeks paid parental leave for primary careers, regardless of gender and with no minimum tenure and 4 weeks paid leave for secondary carers.
· a ‘Dress for your Day’ policy.
· flexible and hybrid working arrangements.
· Rewards programme, including a range of discounts fro