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Quality Assurance Manager

2 months ago

Sydney, New South Wales, Australia Rabobank Gruppe Full time

Rabobank Gruppe is a leading specialist in food & agribusiness banking, with a strong focus on agriculture and a commitment to adding long-term value for clients. Our culture is unique, with a strong emphasis on teamwork and collaboration, and a commitment to creating an open, balanced, and flexible workplace where people feel that they belong, can be open and honest, and are supported.

The Role

We are seeking a Quality Assurance Manager to join our dynamic team in the Customer Resolutions function within the COO Domain. As a Quality Assurance Manager, you will be responsible for overseeing and managing the complaints quality assurance process for Rabobank Australia, ensuring that all customer complaints are handled efficiently, effectively, and in line with regulatory requirements.

Key Responsibilities:

  • Work across the bank to ensure timely feedback is received on complaint management performance and quality, working with the business to uplift capability where required.
  • Complete quality assurance reviews of complaints resolved, ensuring they were raised, acknowledged, and investigated, as well as resolved effectively in line with Rabobank policies, procedures, and regulatory requirements.
  • Develop and implement quality control processes to identify recurring complaints and address root causes.
  • Ensure that complaint handling processes comply with applicable regulations, industry standards, and internal policies.
  • Prepare reports on complaint trends, resolution times, and customer satisfaction levels.
  • Identify potential risks associated with complaints and develop strategies to mitigate them.
  • Collaborate with cross-functional departments to address systemic issues and implement corrective actions.
  • Support in the delivery of training programs for complaint handlers and other relevant staff members, ensuring they have the necessary skills and knowledge to handle complaints effectively and maintain data integrity of the Customer Feedback System.

Requirements:

  • Minimum of 5 years' experience in a complaint handling role or quality assurance role.
  • Minimum of 3 years' experience in the Banking and Financial Services industry (highly desirable).
  • Track record in working in and collaborating with cross-functional teams.
  • Subject matter expertise of RG271 and Code of Banking Practice.
  • Excellent stakeholder management and influencing skills. Proven success in influencing change in a business and operations setting.
  • Adept at dealing with difficult conversations.
  • Sound organisational skills.
  • Ability to work effectively under pressure.

What We Offer:

Rabobank Gruppe is committed to diversity and inclusion and is proud to be an equal opportunity employer. We offer a range of benefits, including a hybrid way of working, wellbeing leave, education assistance program, parental leave, bonus and additional leave, extra insurance, and a Rabo Workplace Giving program.

How to Apply:

Please submit your application, including your remuneration expectations and any relevant connections to Rabobank Gruppe.