Team Leader Customer Care (Case Management)

Job description

The Client Support team is a high-impact specialist unit within Macquarie's Client Service and Support division in Banking and Financial Services. The team functions as the final internal escalation point for the most complex and sensitive customer cases. We are a global financial services group operating in 30 markets with 57 years of unbroken profitability. At Macquarie, you’re empowered to shape a career that is fulfilling and creates value.

You will bring your insights and expertise to the task at hand and feel supported as you make your own kind of impact for a better future. As a Team Leader, you will play a critical leadership role in guiding and developing our customer support capabilities. You will directly manage a team of Customer Support Specialists, fostering a high-performance and supportive culture by running regular stand-ups, conducting performance reviews and providing ongoing coaching.

You will be responsible for overseeing the strategic approach to complex customer cases and ensuring our Service Level Agreements are consistently met. Additionally, you will partner closely with Product and other stakeholders to identify, escalate, and resolve operational blockers, continuously driving improvements in our customer experience and internal workflows. This role can be based in Brisbane or Syndey locations.

Proven experience managing, mentoring, and developing a team, with a track record of running effective stand-ups and structured performance reviews. Strong ability to provide constructive feedback and targeted coaching to elevate team performance, empower Case Managers, and support their career growth. Eager to embrace AI offerings and proactively look for ways to leverage these tools to make our processes smarter and more efficient.

Demonstrated experience in managing workflows, and ensuring efficient operations within a high-volume or specialist customer support environment. Ability to guide the strategy for resolving escalated, complex, and sensitive customer cases, ensuring optimal outcomes for both the customer and the business. Excellent stakeholder management skills, with specific experience partnering proactively with Product and other stakeholders to remove blockers and drive systemic improvements.

High personal resilience to effectively support and guide a team that routinely handles highly sensitive customer vulnerability cases, while actively promoting team well-being. Exceptional communication skills to manage team dynamics, present performance metrics, and collaborate across various departments. Understanding of the operational risks and regulatory obligations associated with customer vulnerability and complaints in the banking sector.

Ability to review and resolve standard, low-complexity issues while understanding their broader implications. We love hearing from anyone inspired to build a better future with us, if you're excited about the role or working at Macquarie we encourage you to apply. At Macquarie, you’re empowered to shape a career that’s rewarding in all the ways that matter most to you. Macquarie employees can access a wide range of benefits which, depending on employment type, include: 1 wellbeing leave day per year

Up to 5 additional service bonus leave days per year Up to 20 weeks’ paid parental leave for primary caregivers along with 12 days of transition leave upon return to work, and 6 weeks’ paid leave for non-primary caregivers 2 days of paid volunteer leave and donation matching Up to 12 months’ gender affirmation leave, including 6 weeks’ paid leave

Access to Employee Assistance Program and wellbeing benefits including skin and health checks, and flu vaccinations Access to a wide range of salary packaging options Access to a wide range of learning and development opportunities, including reimbursement for professional membership or subscription Hybrid and flexible working arrangements, dependent on role

Reimbursement for work from home equipment Banking and Financial Services is our technology-driven retail bank.

You will be part of a team that supports clients to achieve their full potential - whether that’s buying a home, growing a business or investing to manage wealth. We are committed to providing an inclusive environment for all, where different experiences, skills and perspectives are valued and respected. Macquarie provides access to opportunities for all individuals regardless of race, colour, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, genetic information, marital status, gender identity or any other characteristic or circumstance.

We provide reasonable adjustments to individuals who may need support during the recruitment process and employment. If you require an adjustment, please let us know during the application process.