*** This is a 6 month secondment role to cover the current leader during parental leave

*** Internal applicants only and need to be Melbourne based, with a minimum of two office days per week.

About the role:

The Aggregation Support Lead is responsible for continuously up-skilling and training
the team on handling inbound requests and managing proactive outbound
campaigns across all contact channels related to the Broker Service Centre’s
Aggregation services. This includes a deep understanding of internal systems and
procedures, such as agreements, accreditations, commissions, billing, and
onboarding.

The Aggregation Support Lead will provide expert guidance and support, aiming for a
high level of first-contact resolution for inquiries across these areas. While the role
primarily focuses on reactive inquiries, it also involves proactive tasks as required,
ensuring high levels of customer satisfaction. You will be an expert communicator,
collaborating across departments to help reduce the number of inbound support
inquiries.

Key Responsibilities:

● Overseeing the daily operations of the Aggregation Support team, ensuring
timely and accurate responses to inbound inquiries and outbound
campaigns.
● Prioritise our VIP and high-worth clients ensuring a premium service.
● Providing expert guidance on internal systems, including but not limited to
agreements, accreditations, commissions, billing, and onboarding.
● Monitoring key operational metrics, including response times, resolution rates,
and customer satisfaction.
● Identifying opportunities for process improvements and implementing
innovative solutions to enhance the customer experience.
● Collaborating with Department leads to ensure the team has up-to-date
knowledge
● Fostering a collaborative environment to promote knowledge sharing and
continuous improvement.
● Establishing clear learning plans and performance management processes
for all team members.
● Ensuring high levels of customer satisfaction through effective and efficient
resolution of inquiries.

To succeed in this role you will bring with you:

● Proven experience in managing a support team, preferably in the mortgage or
financial services industry.
● Key knowledge of the operations of internal LMG Departments
● Strong leadership skills with a track record of supervising, coaching, and
mentoring team members to achieve high performance.

● Excellent communication and interpersonal skills, capable of handling
complex customer inquiries.
● A customer-centric mindset with a focus on improving the customer
experience and achieving high levels of customer satisfaction.
● Analytical skills to monitor key operational metrics and make data-driven
decisions for continuous improvement.
● Ability to develop and implement effective training and performance
management plans.
● Problem-solving skills and the ability to implement innovative solutions to
enhance service delivery.