Team Leader, Operations

NZX Limited

Accredited employerAuckland CBD, Auckland, NZFull-timePosted 1 week ago

Job Description

Permanent, full time (40 hours, Monday to Friday)

Auckland

About the role

Support the Customer Experience Manager by leading a team of 6–10 people to deliver consistently great customer outcomes across calls, emails and customer transactions. You will build a customer-centric, empowered and operationally excellent team that values quality data, meets service, quality and satisfaction targets, and continuously improves how work is delivered. As a hands-on leader, you will maintain the knowledge and skills needed to support day-to-day operations and take a leadership role in resolving operational issues and incidents.

Key Tasks, Duties, and Responsibilities

Lead, develop and coach a high-performing team, providing regular feedback and building an engaged, accountable and collaborative culture.

Oversee customer service levels and standards, including relevant KiwiSaver Default and SSRSS obligations.

Monitor workloads, productivity and quality, deploy resources effectively, and act promptly to resolve issues.

Champion operational excellence and identify opportunities to improve people, processes and technology through automation and process redesign.

Ensure payments, new accounts and customer transactions are completed accurately, professionally and within agreed timeframes and risk parameters.

Maintain documented processes and procedures, support annual reviews, and ensure compliance with CRS/FATCA, AML and other relevant obligations.

Act as an escalation point for complaints, disputes, operational incidents and issues, ensuring timely and professional resolution.

Collaborate across Operations, Risk & Compliance, Client Development, service providers, and internal and external auditors.

About you

You are a proactive, resilient and adaptable people leader who puts customers at the centre of decision-making. You combine strong attention to detail and critical thinking with the ability to manage competing priorities, influence stakeholders and lead confidently through change. You communicate clearly, take ownership and look for simple, practical ways to improve outcomes.

Minimum Skills, Experience and Qualifications

Tertiary qualification is preferable but not essential.

Financial services industry knowledge or equivalent experience, including knowledge of customer service principles and practices.

Demonstratable evidence of taking a leadership position, even if no direct people leadership experience.

Demonstrated ability to develop high-performing teams and future leaders.

Strong coaching, communication, and stakeholder management skills.

Experience leading teams through change and continuous improvement initiatives.

The ability to balance people leadership with operational delivery.

A track record of improving processes, systems, and customer outcomes.

* Resilience, adaptability, and a genuine passion for developing people.

About NZX

The NZX Group, comprising the New Zealand Exchange, Smart, NZ RegCo and NZX Wealth Technologies, is committed to connecting people, businesses and capital to create long-term value and opportunities for New Zealanders. Together, we play an important role in New Zealand's financial ecosystem. From helping companies raise capital and supporting vibrant capital markets, to providing investment and KiwiSaver solutions through Smart and technology platforms for financial advisers through NZX Wealth Technologies, our work helps more New Zealanders grow and manage their wealth with confidence.

How to apply

If you believe you have the right mix of skills and knowledge and are ready to get stuck in, please click the 'APPLY' button and submit your covering letter and resume, we'd love to hear from you.

Applications close on Friday, 13 November 2026 and will be reviewed as they are received, so we encourage early applications.

For further information or to request a copy of the position description, please contact [email protected]. Please don't send applications to this email address. Please apply by clicking the 'APPLY' button.

Applicants must have legal authorisation to work in New Zealand. For guidance on securing a New Zealand work or residence visa, please visit http://www.immigration.govt.nz*.*

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