North Service Centre Quality Coach

at  AMP

JOB DESCRIPTION

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.
For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.
Help people create their tomorrow, while you create yours.
We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years.
If we do our job well, we genuinely add to the prosperity of our country and its people.

READY TO CREATE YOUR TOMORROW?

If you’re someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.
Don’t procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.
Looking forward to meeting you.
Job ID 300002199181988

• Review team quality for IDR Oversight and internal lite vetting to provide feedback and coaching in a timely manner to enhance service the competency of team.
• Provide monthly quality results to Senior Manager and highlight actions to improve team skill uplift
• Support the Team Managers in improving the knowledge, quality, and performance of the Team to uplift and exceed adviser and customer expectations.
• Participate in Coaching meetings and support Manager in ensuring the coaching requirements of the team are met. This includes being accountable for managing and delivering ongoing coaching sessions and following up with individuals in the team.
• Build rapport and establish/maintain professional relationships with Stakeholders, including IDR Oversight team, External Dispute Resolution, NSC Team Managers, Wealth Distribution, Consultants, and other AMP & North business teams.
• Support induction and ongoing training of specialists by assisting in developing informal and formal training material and providing subject matter expertise for material prepared by the Training team.
• Ensure the internal knowledge management tool and material are kept current to reflect relevant product, legislative and procedural changes and encourage team members to use the content available.
• Provide support by providing subject matter expertise, reviewing documentation, assisting in implementation, and representing Team Manager/Complaints Lead in meetings and various projects as required.
• Working with NSC Managers and other relevant stakeholders and analysts to develop and maintain service centre processes and procedures