Financial Support Manager

7 months ago

Sydney, Australia ING Group Full time

Financial Support Manager - 12 Month Secondment

**Are you an experienced people leader looking for growth?**
**Develop your career as our Financial Support Manager**

Our **Customer Solutions team** are on the hunt for a passionate and ambitious **Financial Support Manager **to join us on a **12 month maternity cover secondment.**

Our Financial Support function is responsible for the assessment of customer requests for financial hardship, ensuring we offer a tailored solution to support the individual needs of the customer in overcoming and alleviating their financial hardship. You'll oversees the team's workflow in order to achieve all service levels to the agreed quality and regulatory standards, whilst ensuring internal and external customer satisfaction.

In addition, you'll be an expert in financial support and a senior member of our Customer Solutions management team. As a senior member, you'll be an active contributor in delivering on agreed strategic objectives of Customer Solutions and Lending Operations. Furthermore, you'll also be responsible for leading the operational activities of the financial support processes of ING to deliver market leading customer experience efficiently and with quality.

**What you'll do**
- Implementation of the strategic direction of Customer Solutions.
- Management of an operational team, including developing and maintaining a high performance culture.
- Act as a Process Leader for Financial support. This involves establishing the process vision, working with internal business stakeholders to identify, prioritise and implement improvements and ultimately drive market leading customer service & efficient processes.
- Development and building financial assessment capability.
- Ensuring the team makes effective financial hardship decisions within the appetite of ING.
- Support and act as SME for automation and straight-through processing projects.
- Create and maintain a high performance and risk aware culture within the team.

**What we're looking for**
- Prior experience managing a high performing team, preferably within collections, hardship or similar.
- Prior experience with complex workflow management.
- Strong knowledge of relevant regulatory requirements and legislation - NCCP, BCOP, and debt collection guidelines.
- The ability to work autonomously, take initiative and be accountable in your role.
- Experience dealing with vulnerable customers and the resilience to handle confrontational conversations in an empathetic and professional manner.
- Good judgment and sound problem solving skills to deal with complex issues requiring investigation, objectivity, sensitivity and discretion.

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you're joining a team where individuality isn't just accepted, it's encouraged. We've built a culture that's fun, friendly and supportive - it's the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We're here to help you get ahead. And with our global network, there's plenty of scope to take your career in new directions, perhaps even ones you've never considered.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

Sound like the kind of place you'd feel at home? We'd love to hear from you.

**Need more?**

**Before you apply**

**Still in two minds?**

Job ID REQ-10074988

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