Team Leader Customer Care - Quality Control, Triage & Case Management

Macquarie Group

Macquarie Group

Quality Assurance, Customer Service

Posted on May 22, 2026
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.
At Macquarie, our advantage is bringing together diverse people and empowering them to shape all kinds of possibilities. We are a global financial services group operating in 31 markets and with 56 years of unbroken profitability. You’ll be part of a friendly and supportive team where everyone - no matter what role - contributes ideas and drives outcomes.

What role will you play?

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As the Team Leader for Quality Control, Triage, and Low-Touch Case Management, you will lead a team responsible for the integrity and efficiency of our customer care operations. You will provide strategic and technical leadership across Quality Assurance, Triage, and Subject Matter Expert functions. Your role involves overseeing the assessment of vulnerable customer escalations, including Enduring Power of Attorney reviews, fraud sense-checking, and sensitive remediation, while ensuring that lower-complexity cases are managed through optimised, high-efficiency workflows. You will develop our internal knowledge base, standardising processes to ensure consistency and excellence across the team.

What you offer

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  • Proven experience managing, mentoring, and developing a team, with a track record of running effective stand-ups and structured performance reviews.
  • Proven experience leading technical or operational functions such as Quality Assurance, Triage, or high-volume case management within financial services.
  • Deep knowledge of customer vulnerability, with specific experience handling complex escalations related to EPOA, transaction abuse, fraud sensitivity, and Customer Advocate Office requirements.
  • Demonstrated ability to monitor live queues and optimise ‘low-touch’ workflows to ensure speed without compromising on quality or compliance.
  • You are eager to embrace AI offerings and proactively look for ways to leverage these tools to make our processes smarter and more efficient.
  • A strong background in auditing and uplifting Knowledge Articles and internal documentation to ensure a single source of truth for the team.
  • The ability to partner effectively with Product, Fraud, and Corporate Affairs teams to resolve complex escalations and provide feedback on product-related remediations.
  • Experience in reporting and monitoring to track team performance, identify blockers, and provide insights to senior leadership.
  • High personal resilience to effectively support and guide a team that routinely handles highly sensitive customer vulnerability cases, while actively promoting team well-being.
  • Excellent communication skills to manage team dynamics, present performance metrics, and collaborate across various departments.
  • A good understanding of the operational risks and regulatory obligations associated with customer vulnerability and complaints in the banking sector.
  • The 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.

What we offer

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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

About Banking and Financial Services

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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.

Our commitment to diversity, equity and inclusion

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We are committed to fostering a diverse, equitable and inclusive workplace. We encourage people from all backgrounds to apply and welcome all identities, including race, ethnicity, cultural identity, nationality, gender (including gender identity or expression), age, sexual orientation, marital or partnership status, parental, caregiving or family status, family and domestic violence status, neurodiversity, religion or belief, disability, or socio-economic background. We welcome further discussions on how you can feel included and belong at Macquarie as you progress through our recruitment process. To learn more, contact our team by clicking here.
Our aim is to provide reasonable adjustments to individuals who may need support during the recruitment process and through working arrangements. If you require additional assistance, please let us know in the application process.
See more open positions at Macquarie Group