Job description
Join Macquarie Group as a Team Manager in our Wealth Contact Centre, located in Indonesia! Play a key role in leading a high-performing team of dedicated contact centre consultants who deliver exceptional service and support to our valued wealth management clients.
As a leadership force within our renowned Wealth division, you will be responsible for nurturing talent, driving team performance, and ensuring our clients receive outstanding assistance in all interactions. Macquarie Group is committed to fostering innovation, empowering its people, and maintaining the highest standards in customer service and financial solutions. If you are passionate about developing teams, exceeding service goals, and shaping the client experience, we want to hear from you!
Enjoy competitive compensation, a collaborative environment, and opportunities for growth with a global financial leader.
Responsibility
- Lead, motivate, and mentor a team of contact centre consultants specializing in wealth management products and services.
- Monitor daily team performance, set targets, and ensure KPIs are consistently met or exceeded.
- Develop and implement training programs to enhance team skills and service delivery standards.
- Handle complex customer escalations and resolve issues to ensure customer satisfaction.
- Collaborate with cross-functional teams to provide client insights and improve customer experience.
- Conduct regular coaching sessions and performance reviews, providing actionable feedback for improvement.
- Ensure compliance with regulatory requirements and internal quality assurance standards.
- Participate in recruitment, onboarding, and continuous professional development for new team members.
Qualification
- Bachelor's degree in Business, Finance, Management, or related field preferred.
- Minimum 3 years of experience in a team leadership or managerial role within a contact centre, preferably in wealth management or financial services.
- Demonstrated ability to inspire, develop, and manage high-performing teams.
- Strong knowledge of wealth management products, customer service protocols, and industry regulations.
- Excellent communication, interpersonal, and problem-solving skills.
- Results-oriented with proven capability to achieve and exceed targets.
- Fluency in English and Bahasa Indonesia (written and spoken).
- Proficient in CRM systems, reporting tools, and Microsoft Office Suite.