Team Leader

 

Main characteristics

Location

Sydney, New South Wales

Company

MVSI OnBoard

Employment type

Full time

Category

Call Centre & Customer Service

Job summary

About the company:

MVSI is a market leading compliance company operating globally with offices in Australia, UK, America, and Asia. We provide services around KYC (know your customer), and AML (Anti-money Laundering) to a wide range of financial services organisations to assist them in meeting their regulatory compliance obligations. - Find out more at https://aml.MVSI.com

About the role:

We are seeking an experienced Team Leader to work out of our Sydney office to lead and coach our team of verifiers to deliver engaging, efficient, and exceptional customer service. Someone who can take ownership, responsibility and make a difference in a fast-expanding company globally.

You will be truly valued here. Your experience in managing a team will ensure that our customers receive the best level of service that we can provide every time they contact us or when your team carries out their regulatory checks. We need someone with a passion for coaching, mentoring, and leading a successful customer service team a great communicator who enjoys achieving results and celebrating success with their team.

You need to be effective so your strong, positive leadership and ability to deliver will be vital. At a time when our services are so important your organisational and clear communication skills will help us to deliver results for our customers and the business. You will be providing direction, motivation and positive leadership with the responsibility and the opportunity to make a real difference.

AML and KYC experience and knowledge of Australian regulations is a plus, but not mandatory, as we provide full training.

Your responsibilities:Motivating, coaching, and developing your team to deliver customer excellence during every step of the customer journey.Evaluating performance using key metrics such as accuracy, adherence, productivity, call volumes, and finding workable solutions to make positive improvements and achieve our goals.Supporting the business by delivering on business targets and collaborating with colleagues and stakeholders to ensure the customer is at the heart of everything we do.Reflecting on past results and feedback gathered to develop and provide logical solutions.Creating a positive working environment through meaningful and inspirational 1-2-1s and team meetings, holding engaging coaching sessions, identifying training needs and working with team members to enable them to achieve their full potential.Clearly communicating the business strategy, along with new information, regulatory updates, and setting clear expectations on the behaviors we expect of team members.Ensuring there is a strong focus on the retention and satisfaction of the MVSI customer base, managing client expectations, establishing root causes to continuously improve, and promoting resolution at the first point of customer contact.Working a hybrid role, you will be liaising with and supporting teams in America, the UK, Europe, Australia, and Asia.You will keep up to date with changing industry regulations and trends relating to security, financial crime, and other emerging issues.

What you bring to the role:Significant experience as a Team Leader or Manager in a customer-focused and target driven environment.Demonstrable experience of leading, coaching and developing a team and the success that has been achieved.Strong organisational and decision-making skills, with the ability and flexibility to manage change and the determination and competitive nature to achieve business objectives.A passion for customer care and the ability to negotiate and balance customer needs and expectations with business objectives.Excellent communication skills, both written and verbal.An attentive approach with keen focus on listening, motivating, and bringing the best out of people.A positive, patient attitude with a passion for delivering successful results and solutions.Able to cope in a high paced environment and thrive under pressure in a growing company.Great attitude with a flexible approach.

This is a great opportunity for someone who wants to take that next step in their career in the fast-growing anti-money laundering and financial compliance industry with a company that promotes and supports career progression. We'll provide all the support that you need around AML, KYC and the legalities of Anti Money Laundering, you need to bring the attitude & experience that our clients are going to love!

If this sounds like you, and you want to be part of a young, dynamic company that is still expanding globally, then we look forward to reading your resume.