HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

THE HUB24 STORY  

We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians. 

Benefits and Life at HUB24

Learn more about our employee benefits HERE.

Job Summary:

The Coaching & Quality Team Leader is responsible for driving service excellence across HUB24’s contact centre by leading coaching capability, strengthening quality assurance outcomes, and equipping frontline teams with the skills, clarity, and confidence required to consistently deliver exceptional customer experiences.

The role blends people leadership, quality oversight, and coaching strategy, ensuring consistency, capability and continuous performance lift across the team.

Responsibilities:

Quality Assurance & Insights

• Lead and enhance HUB24’s quality assurance framework across all client channels.

• Run quality reviews and calibration sessions to ensure consistent standards.

• Analyse trends to identify risks, gaps, and improvement opportunities.

• Provide clear, actionable insights to leaders to lift performance and client experience

• Ensure quality assurance processes meet regulatory, policy, and risk requirements.

Onboarding, Coaching, Training & Capability Development

• Lead and facilitate all onboarding training for HUB24 Contact Centre new consultants

• Deliver structured coaching programs that develop technical knowledge, communication excellence, and service behaviours within Platform Client Service teams.

• Provide one‑on‑one coaching, side-by-side support, and individual development plans.

• Partner with leaders to identify skill gaps and design tailored coaching interventions.

• Support onboarding and ongoing capability uplift for new and existing team members.

• Ensure our Contact KMS is kept up to date and drive increasing usage by CSOs.

Leadership & Team Management

• Lead and mentor a team of Quality & Coaching Coaches.

• Set clear objectives, manage workloads, and ensure the team meets quality and coaching delivery expectations.

• Maintain a positive, values‑aligned team environment focused on client outcomes and operational excellence.

Continuous Improvement

• Identify and recommend process, policy, or system improvements informed by quality assurance outcomes and frontline feedback.

• Work alongside Operations, Risk, Training, and Technology teams to implement improvements that enhance client experience.

Reporting & Governance

• Provide regular reporting on quality results, trends, coaching activity, and capability improvements.

• Escalate emerging risks, recurring issues, and compliance concerns.

• Ensure all quality assurance and coaching documentation is accurate, complete, and delivered on time.

AI‑Enabled Service & Quality Enhancement

• Lead the integration of approved AI tools into coaching, quality assurance, and frontline support workflows ensuring these tools enhance decision making, real time guidance, sentiment detection, QA accuracy, and operational efficiency.

Requirements:

• Experience within Financial Services

• Proven Client Service experience

• Understanding of various financial products/instruments available in the domestic market

• Strong communication skills both written & verbal.

• A continual improvement mindset and a flexible and agile approach in a fast-moving and changing environment

• A calm and considered demeanour when working under pressure to meet deadlines or deal with difficult situations.

To succeed in this role, you must be able to demonstrate the ability to:

• Inspire and motivate people to strive to achieve optimal outcomes;

• Build strong working relationships built on trust and respect;

• Persuade and influence the thoughts and actions of others;

• Negotiate successful outcomes;

• Articulate and persuasively present critical arguments;

• Build rapport and professional credibility.

The Recruitment Process

• Acknowledgement email once your application has been submitted. 

• Our Talent team will start reviewing your application. If unsuccessful, you will be notified. 

• If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. 

• If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.

• Should you require any accommodations to the recruitment process, please email [email protected], and one of our team will contact you. 

• Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews. 

• Communication of outcomes to successful and unsuccessful candidates and feedback provided. 

As part of our process, a police check will be conducted on all successful candidates. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 

2024 Circle Back Initiative Employer – we commit to respond to every applicant. 

Endorsed by WORK180, we are proud to be recognised as an employer of choice for women. 

We have been nominated and placed on the BOSS Best Places to work list. 

Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative

HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you