Superannuation Team Co-ordinator

Transcription

1 Superannuation Team Co-ordinator Leadership level Leading Self Job level 3 Job family Division / department Reports to manager job title Superannuation Corporate Super Team Leader Number of direct reports 0 Financial accountabilities 0 Key relationships Business Unit Managerrs, Business Relationship Managers, Actuaries, Planners, Corporate Clients, Employers/Members, AMP Staff, Internal & External Stakeholders Location of role Parramatta The AMP Promise & Our Strategy to Help AMP s vision is to be Australia s and New Zealand s favourite financial services company by Our company was founded in 1849 on a simple promise - to provide financial security so people could live with dignity. Our promise is to help people own tomorrow. Helping people: it s why we began more than 160 years ago, and why we continue. Helping people own tomorrow is a powerful purpose. It has the capacity to make us the company that so many people trust and recommend that we become Australia s and New Zealand s favourite financial services company. That s what we are aiming for by AMP s Culture Bringing our Promise to life Our Promise is help people own tomorrow, and our Practices bring our Promise and customer experience to life. AMP s six simple practices were formed from really listening to our customers, and they define the way we work together to help our customers. They inform our thinking, actions and decisions; the design of every offer, process and system; and every customer experience.

2 Together, the six AMP practices describe how we work at AMP to deliver the experience our customers want: Our customers are at the core of AMP s culture. We believe that what s best for our customer is what is best for our business. We have profound empathy for our customers. We deeply understand their needs, goals, challenges and hopes. We re obsessed with helping our customers live their best life, because that s how we define our own success. AMP employees understand how their work contributes to the strategy and creates customer value. Professionalism and integrity are core to the way we work, we collaborate across the business in service of our customer. We eliminate non-value work that doesen t align and quickly learn and adapt to achieve better outcomes.

3 Description of department/division AMP is structured around two businesses, AMP Financial Services and AXA. Customer Solutions is a division of AMP Financial Services and part of its Product Manufacturing arm. Customer Solutions is responsible for providing administrative and service support functions to planners and customers on behalf of our Business Lines. Customer Solutions currently has over 700 employees situated in Sydney offices. Purpose of the role To support the team and team leader with professional and administrative support to ensure optimum team performance and delivery of strategic objectives. The role will primarily focus on maintaining the workflow within the team as well as the co-ordination of staff and activities within the team To work within and contribute to, a high performing team to deliver the AMP Service Commitment. Main focus areas Provide administrative support to team members in relation to corporate superannuation administration. This includes entering and verifying data, following up requests for information received. Ensure compliance and legislative requirements are adhered to. Develop and implement initiatives to improve procedures, ensuring the delivery of high quality, cost effective administration. Operations / Administration support Professional and timely operations support for the team and Team Leader through efficient workflow monitoring and allocation of work, utilising the Management Operations System and other tools as required. Proactively use and analyse reporting data to forecast and meet administrative and operational requirements, including developing and suggesting solutions to daily work management and team variance. Provide innovative solutions to administrative issues and support the Team Leader with communications in relation to team performance and strategic objectives. Our People Role model a results and quality focus, and desired team behaviours. Work with the Team Leader to coach and assist the team in meeting team and business performance goals. Support the Team Leader with identifying training needs and ensure team skills are reflected in individual skills matrices. Proactively work with Team Leader to develop own leadership capability Quality Take responsibility for coaching the team on adherence to the Quality processes Undertake quality checking to support the team where required. Act as an escalation point for more complex assistance to seniors and team members. Planner & Customer Focus Make it easy for customers by anticipating customer needs, developing solutions and consistently displaying interest and responsibility

4 Ensure all customer queries are promptly responded to through real time queue monitoring In conjunction with the Team Leader prepare and analyse team reports and system function to ensure optimum team performance BU Specific tasks where required eg project representation etc Assist with complaint resolution and analysis Experience required 1. Essential Understanding of MOS methodology Product Knowledge of CU, DU, SL, SG, GA and GSC Working knowledge of Ultimaas 2 superannuation administration system Excellent customer service skills Excellent communication skills- Actively listens and acknowledges people s ideas and views. Provides open, honest, timely and appropriate two-way communication. Successfully communicates and influences a variety of audiences, including up-line reporting Teamwork - Collaborates within and outside the team to improve performance by contributing to the implementation of AMP initiatives Relationship Management - Uses appropriate interpersonal styles to gain acceptance of ideas / views and solutions to peers. Builds and maintains relationships with customers and peers Telephone skills Data entry skills/experience Analytical skills Computer literacy (in particular Microsoft Word, Excel) Proven record of adaptability 2. Highly Desirable Completed or prepared to undertake ASFA studies Computer literacy (in particular Access & Powerpoint) Business analysis skills Experience in Management Reporting Experienced in handling complex superannuation administration Experience in processing esuper administration task Understanding of clearing house Understanding of SuperStream date and payment standards Working Knowledge of esuper (Superchoice) Working knowledge of BPMS processing and reporting Higher School Certificate 3. Additional Requirements Assist less experienced staff as required 4. Behaviours displayed while achieving the above Focus Areas Share our expertise Make the complex simple Listen and show we care Really know me and offer new ways to help Own it and get it done

5 Make everything easy