Manager Customer Operations

5 days ago

Brisbane, Queensland, Australia Great Southern Bank Full time
Overview

Manager Customer Operations role at Great Southern Bank. As a key leader within the Chief Operating Office (COO) landscape, you will be people focused with an ability to motivate, nurture and bring together a team to deliver excellence while offering strategic input to ensure teams succeed today and into the future. You will create a culture of exceptional service, teamwork, commitment to excellence with a professional work ethic that drives the success of team and organisational objectives. You will advocate a genuine, impact and growth focused, customer obsessed culture within your team. You are accountable for the day-to-day operation of your business (and team), including effective servicing of customer and stakeholder needs and change management with a customer-first mindset. You are responsible for all aspects of people management of your team including recruitment, day-to-day performance and behaviours, communication, mentoring and ongoing development of your direct reports, and you will see growth and development in your business. Your key measures of success are service level adherence, quality output and customer experience, underpinned by strong team engagement, risk and financial management.

Responsibilities
  • Through creation of efficient processes, you will support effective and compliant: customer onboarding exceptions, membership and account maintenance (including cards, term deposits, power of attorney, tax residency changes, Government notices and requests), and customer resignations (including deceased estates management).
  • Align and monitor business practice to AML Part B Policy and KYC Standards whilst maintaining positive customer experience.
  • Support and own key regulatory reporting and management activities for Australian Securities & Investments Commission (ASIC) Unclaimed Monies and FATCA/CRS exception management.
Qualifications
  • 5+ years experience within the Financial Services or related industry with exposure to resource planning, modelling and scheduling.
  • 3-5 years leading teams
  • Bachelor's degree in Finance, Accounting, Business Administration, or related field
  • Incident Management training/certification desirable
  • Strong customer service ethic with an ability to successfully establish and maintain effective relationships with the team and with peers across the organisation
Benefits
  • Investing in your development and wellbeing, offering study leave, a day for you and professional wellbeing coaching.
  • Wellbeing initiatives and flexibility to work from home two days a week.
  • Discounts on Great Southern Bank products and services, including savings and transaction accounts, insurance, home loans, and more.
Questions?

Please contact our Talent Acquisition team at careers@gsb.com.au

EEO Statement: At Great Southern Bank, we are committed to building a strong, inclusive and diverse workplace where people feel valued, respected and have a sense of belonging. We support an inclusive culture through flexible ways of working, collaboration, and fair decision making that empowers our people to be at their best every day.


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