Team Leader, Operations - Customer Experience

About UsTo support the growth and development of our core markets business, and to ensure we are well connected to New Zealand investors, NZX owns Smart, New Zealand's only issuer of listed Exchange Traded Funds (ETF's) and manager of the SuperLife workplace savings and SuperLife KiwiSaver schemes.

As a subsidiary of New Zealand's Exchange, Smart is passionate about working with our customers and stakeholders to grow the markets NZX operates, which generate wealth integral to New Zealanders' prosperity, and helping New Zealand companies getting ahead.About Your OpportunityReporting to the Customer Experience Manager, as the Team Leader, Operations - Customer Experience, you will provide outstanding leadership to our Operations team so they can deliver excellent levels of customer service and outcomes for our customers as they deal with enquiries and requests relating to our products and services.Your team is the first point of contact for many of our members and is the 'face' of our business, representing and delivering an excellent customer experience.

This includes being the first point of contact for inbound enquiries across all communication channels as well as undertake outbound calling campaigns aimed at improving member outcomes.

Your focus will be on delivering first contact resolution in a helpful and timely manner.Internally, the Operations team is our 'voice of the customer' and provide valuable input and knowledge into business process improvements and customer communications.Key ResponsibilitiesRecruit, lead, develop and coach a high performing team, including ensuring all staff receive regular feedback.Contribute to development of the Smartshares target operating model through the identification and implementation of transformation initiatives which improve team productivity, reduce costs, and effectively manage operational risk.Understand and ensure compliance with CRS / FATCA & AML obligations and all other relevant regulations.To Be Successful In Your Role You Will HaveWorkforce planning and team availability management skills are essential.Strong expertise in customer service principles and practices, backed by proven leadership experience.Experience with Amazon Connect for day-to-day team management is highly advantageous.Confidence in handling customer complaints, acting as the escalation point to resolve or manage issues for optimal outcomes.Strong prioritisation and multitasking abilities, including a willingness to step in and support with inbound calls when needed.Good numerical and computer literacy, particularly with Microsoft Excel.In addition to this you will have a track record of achieving Service Level targets, and the ability to empower your team to consistently meet performance expectations, a solid understanding of financial services, including relevant legislation and compliance requirements and Strong prioritisation and multitasking abilities, including a willingness to step in and support with inbound calls when needed.Here at NZX Ltd our people are our greatest asset.

Join us and be a part of a culture that nurtures talent, embraces diversity and rewards outstanding performance.This is a full-time permanent role based in Auckland.

If this sounds like the right opportunity for you, then apply now with your cover letter and resume, by Monday, 15 September 2025.

We will be assessing applications as they are received, as such this closing date is subject to change - so don't wait to apply!

For further information or a copy of the position description contact

• people with the right to work in New Zealand may apply for this position.

For advice on obtaining a New Zealand work or residence visa visit .

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