Senior Manager, Vulnerable Customer Team
3 weeks ago
We are seeking an experienced Manager, Specialist Care Team to join our team at Bendigo & Adelaide Bank. As a key member of our leadership team, you will be responsible for providing strategic direction and leadership to our specialist care team, ensuring that we deliver exceptional customer experiences for our vulnerable customers.
As a seasoned leader, you will have a proven track record of driving business outcomes, managing high-performing teams, and developing strategic plans to achieve business objectives. You will work closely with our Customer Advocate and Head of Customer Resolutions to embed our strategic vulnerable customer framework, drive operational delivery, and ensure regulatory requirements are met.
You will play a key role in redesigning our systems, procedures, and quality assurance processes to optimize how we support vulnerable customers through our specialist team. Your expertise in change management and transformation will be essential in driving positive customer experiences and fostering a culture of continuous improvement.
About YouWe are looking for a highly skilled and experienced leader who can bring the following skills to this role:
- Previous experience in executing key strategic initiatives
- Strong senior leadership capability with proven experience in running a customer-facing team
- Strong customer-facing experience within the financial industry, ideally gained within a credit/banking organization
- Demonstrated ability to manage own resilience and work within tight frames
- Always willing to learn, think outside the square, and open to new ideas
- Experience in change management and transformation of teams
- Advanced understanding of Australian financial services regulations, including extensive knowledge of BCo P, ABA guidelines, RG271, consumer protection laws relating to financial products and services, AFCA approaches, and other relevant industry codes of practice
- The ability to identify and assist customers who need additional assistance
- Excellent written and verbal communication skills, including the ability to explain complex financial and legal concepts in plain English
Bendigo & Adelaide Bank is one of Australia's most trusted brands, with a vision and purpose to feed into the prosperity of our customers and communities, not off it. We are committed to creating a diverse and inclusive workplace, where everyone feels valued and supported. We offer flexible work options, a hybrid model of minimum 2 days in a local Head Office per week, and a range of benefits to support your well-being and career development.
We believe that diversity makes every team stronger, so even if you don't tick every box, we still want to see your application. Please note that shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now.
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