Member Engagement Centre Manager

2 months ago

Sydney, Australia Australian Military Bank Full time

Since 1959, Australian Military Bank has provided members with fantastic service, great rates and competitive banking and insurance products. As a member-owned financial institution, we are all about putting members first and helping them to achieve their financial goals. We offer mortgage, consumer and credit loan facilities as well as products and services within superannuation, everyday transactions, savings, term deposits and insurance.
**Position Summary**
The role of Member Engagement Centre Manager (MECM) will be to lead the team of Member Service Agents (MSA) in providing a single touch point member engagement experience that meets the banks compliance requirements, the channels scorecard outcomes and is an income generating operation.
With guidance from the Head of Digital Operations and the Chief Member Experience Distribution Officer, this role will be ensuring that all member engagement service levels, internal processes and bank policies are in place and aligned to the bank’s target market’s needs. This role will show commercial acumen with the goal of ensuring the Member Engagement Centre (MEC) is an income generating channel through positioning and delivering value to members.
**Major Responsibility Areas**
- Leading the Bank’s Member Service Agents to ensure set member fulfilment and Grade of Service (GOS) targets are achieved and that productivity within the team meets industry standards.
- Leading the delivery and support of daily transactional services to all members and to the distribution and operations divisions of the Bank. To monitor the integrity of member data and aim for greater efficiencies and quality in their activities whilst not compromising the support and services provided to members and Australian Military Bank employees.
- The Member Engagement Centre Manager (MECM) is required to support and improve the Australian Military Bank’s Member Engagement Centre operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, identifying and managing system and process improvement and delivering Quality Assurance programs.
- The MECM will be required to assist the Head of Digital Operations identify, initiate and implement organisational continuous improvement and to develop and support a member engagement centre-operating model that meets the market and member expectations.
- Maintain competence and performance standards that ensure a strong member focus, excellence in member service that is delivered in a timely, friendly and professional manner. In addition, developing the team to ensure the MEC delivers a first point of contact resolution outcome for members.
- Identify operational strategies through needs assessments, performance reviews, planning, analysing data and identifying trends.

**About You**
- An understanding of the banking product landscape in Australia, including loans, deposits and insurance. This consists of the understanding of consumer needs aligning to the banks products as well as the governing legislation and regulation.
- Background in Mutual Bank
- Minimum 3 years' experience working within financial services and leading a contact centre environment
- Highly developed interpersonal skills to establish effective working relationships.
- Ability to set personal workload priorities, observe time constraints, plan and coordinate adherence to deadlines.
- The ability to work autonomously
- Member first approach
- High customer service and leadership skills and a comprehensive understanding of reporting and coaching requirements associated with a contact centre operation
- Confident, enthusiastic, motivated, works well under pressure, takes ownership and responsibility of all matters and shows exceptional attention to detail

**Why Us**
Australian Military Bank forms an integral part of the wider Defence community. We offer our staff competitive remuneration, discounts on banking and insurance products and ongoing learning and development programs. You will be provided with training and coaching on the job to provide you with the tools to be successful in this role. Australian Military Bank provides realistic progression opportunity nationwide and the opportunity to embrace new technologies and ways of working.

*
Probity check*
As we are an Authorised Deposit Taking Institution, there is a requirement to complete the standard range of Credit, Police and Bankruptcy checks prior to commencement of employment.

This is an exciting, challenging position with the opportunity to build your career with a highly trusted mutual bank. We move quickly with our interview process, if you are keen please submit your CV today

**Job Types**: Full-time, Permanent

  • Head of Member Engagement

    3 weeks ago

    Sydney, Australia Avant Mutual Group Full time

    **Job no**: 499705 **Work type**: full time **Location**: Sydney **Categories**: Management Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 125 years. Avant now represents 82,000 health practitioners and medical students across every state and territory, delivering...

  • Manager, Member Contact Centre

    1 week ago

    Sydney, Australia Virgin Australia Full time

    **WORK TYPE**: Full Time **LOCATION**: Sydney **JOB TYPE**: Velocity Frequent Flyer, Customer Experience & Product **APPLICATIONS CLOSE**: **Manager, Member Contact Centre**: Hello. We’re Velocity Frequent Flyer, loyalty program of Virgin Australia. And we’re back (in a big way). With a year of ups and downs behind us all, we’re now ramping things...

  • Marketing Manager, Member Engagement

    1 month ago

    Sydney, Australia IOOF Holdings Full time

    **Date**:12-Jan-2023**Location**:Sydney, NSW, AU, 2000**Employment Type**:Permanent Full Time- Marketing Manger, Member Engagement - Join Australia’s largest Wealth Management company (ASX listed) - Melbourne or Sydney based with Hybrid working to enhance your work/life balance The Marketing Manager - Member Engagement is responsible for developing and...

  • Manager, Member Engagement Service

    3 weeks ago

    Sydney, Australia Avant mutua Full time

    About Avant Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 125 years. It was established by a small group of doctors in 1893, who wanted to “protect themselves from actions arising out of the practice of medicine”. Avant now represents 82,000 health practitioners...

  • Manager, Member Engagement Service

    6 days ago

    Sydney, Australia Avant mutua Full time

    About Avant Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 125 years. It was established by a small group of doctors in 1893, who wanted to “protect themselves from actions arising out of the practice of medicine”. Avant now represents 82,000 health practitioners...

  • Engagement Manager

    13 hours ago

    Sydney, Australia The Executive Centre Full time

    **The Company**: The Executive Centre is a market leader in premium flexible workspace, operating 200+ serviced office locations in some of the world’s most prestigious buildings across APAC and the UAE. We are a team of 12,400 employees working together to deliver a seamless office environment, where through consistent support and unparalleled service,...

  • Member Engagement Manager

    2 weeks ago

    Sydney, Australia people2people Full time

    Join an established multinational membership organisation that places high importance on their customer experience. Due to an internal promotion, this leading and instantly recognisable professional education organisation is seeking a Member Engagement Manager to join the team. Reporting to the State Acquisition and Retention Manager, you will be...

  • Member Engagement Manager

    1 week ago

    Sydney, Australia people2people Full time

    Join an established multinational membership organisation that places high importance on their customer experience. Due to an internal promotion, this leading and instantly recognisable professional education organisation is seeking a Member Engagement Manager to join the team. Reporting to the State Acquisition and Retention Manager, you will be...

  • Customer Service Officer

    1 week ago

    Sydney, Australia HCF - Member Growth Full time

    About the Role As a Customer Service Officer at HCF, you'll be the face of Australia's largest Not-For-Profit Health Fund! Your personal touch will help guide our members in making informed healthcare choices. This Full-time position is based in our HCF Macquarie Centre Branch.  Responsibilities Embrace face-to-face and telephone needs-based selling,...

  • Centre Manager

    3 weeks ago

    Sydney, Australia Reggio Emilia Early Learning Centre Full time

    We are looking for a passionate Centre Manager, who is committed to supporting their team and exceeding the standard of Early Education in Australia. Our Centre Manager will have the full support of their management team (Operations, HR, Accounts, Payroll, Marketing and Business Support) mentoring and guiding them to be the best they can be. **WHAT WE...

  • Strategic Member Engagement Manager

    1 week ago

    Sydney, Australia NSW Government -State Super (SAS Trustee Corporation) Full time

    **Strategic Member Engagement Manager** - 12 Month Fixed Term Contract on a Full Time Basis - Senior Member Engagement Manager with experience in both Strategic Marketing and Member Engagement - CBD based with hybrid work flexibility SAS Trustee Corporation (STC) operates to invest, support and administer defined benefit superannuation schemes worth...

  • Manager Member Office

    1 week ago

    Sydney, Australia Insignia Financial Full time

    Manager Member Office - Member Engagement - Join our Member Office in advocating for the best interests of our members - Newly created role focusing strategic business planning & reviews - Permanent full-time opportunity (Location agnostic) **The Role** Reporting to the Head of Member Office, Member Engagement, you will support the Member Office in meeting...

  • Manager Member Office

    1 week ago

    Sydney, Australia Insignia Financial Full time

    Manager Member Office - Member Engagement - Join our Member Office in advocating for the best interests of our members - Newly created role focusing strategic business planning & reviews - Permanent full-time opportunity (Location agnostic) **The Role** Reporting to the Head of Member Office, Member Engagement, you will support the Member Office in meeting...

  • Manager Member Office

    1 week ago

    Sydney, Australia Insignia Financial Full time

    Join our Member Office in advocating for the best interests of our members - Newly created role focusing strategic business planning & reviews - Permanent full-time opportunity (Location agnostic) **The Role** Reporting to the Head of Member Office, Member Engagement, you will support the Member Office in meeting the RSEL Boards' Regulatory...

  • Manager Member Office

    1 week ago

    Sydney, Australia Insignia Financial Full time

    Join our Member Office in advocating for the best interests of our members - Newly created role focusing strategic business planning & reviews - Permanent full-time opportunity (Location agnostic) **The Role** Reporting to the Head of Member Office, Member Engagement, you will support the Member Office in meeting the RSEL Boards' Regulatory...

  • Manager Member Office

    2 weeks ago

    Sydney, Australia IOOF Holdings Full time

    **Date**:5 Feb 2024**Location**:Sydney, NSW, AU, 2000 - Perth, WA, AU, 6000 - Adelaide, SA, AU, 5000 - Melbourne, VIC, AU, 3000 - Brisbane, QLD, AU, 4000**Employment Type**:Permanent Full Time- Join our Member Office in advocating for the best interests of our members - Newly created role focusing strategic business planning & reviews - Permanent full-time...

  • Conference Centre Manager

    6 days ago

    Sydney, Australia people2people Full time

    **The Company & Role** This international professional membership organization is a leader in life long education and advocacy. There is now a rare opportunity to join the company in a newly created role as a Conference Centre Manager, based in Sydney’s CBD. Reporting directly to the State Regional Manager, you will be a part of the wider Member Engagement...

  • Member Engagement Specialist

    2 weeks ago

    Sydney, Australia Settlement Services International Limited (SSI) Full time

    About the role Do you want to work with a leading purpose driven, community-based organisation? SSI’s vision is to achieve a society that values the diversity of its people and actively provides support to ensure meaningful social and economic participation and to assist individuals and families to reach their potential. About the Role Working three...

  • Hospital Benefits Manager

    1 month ago

    Sydney, Australia HCF - Member Health Full time

    About HCF At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.7 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and...

  • Member Engagement Specialist

    1 week ago

    Sydney, Australia Settlement Services International (SSI Group) Full time

    About the role - Working in a non for profit community based service - High Impact Role ! Fantastic work culture and environment. - Highly Competitive Remuneration & Benefits| Salary Packaging Options - Do you want to work with a leading purpose driven, community-based organisation?_ - SSI’s vision is to achieve a society that values the diversity of its...