Senior Manager, Hardship Care Specialist
6 days ago
We are seeking a highly experienced and skilled Senior Manager, Hardship Care Specialist to join our team at Latitude Financial Services. As a key member of our leadership team, you will be responsible for managing a team of Hardship Customer Specialists and fostering a culture that drives high employee engagement.
Key Responsibilities- Team Leadership: Lead and motivate your team to deliver exceptional customer experiences, while managing staff to key performance indicators and monitoring adherence to business and legislative requirements.
- Operational Management: Manage BAU operations, ensuring regulatory obligations are met, and design, develop, and manage a suite of operational hardship risk reports and dashboards.
- Stakeholder Engagement: Represent Latitude at external forums, such as financial counselling conferences or with regulators, and build strong relationships with internal stakeholders, including executives, general managers, and business SMEs.
- Risk Management: Identify and mitigate any risks identified through the hardship process, including reporting incidents to relevant HO's, GM's, and risk partners.
- Process Improvement: Implement and drive process improvement and simplification that improves the efficiency and effectiveness of hardship specialists.
- Qualifications: Tertiary qualifications in a related discipline, such as commerce, law, business, or finance.
- Experience: Minimum 3+ years in a people management role, preferably in banking and finance, and minimum 3+ years in hardship.
- Skills: Advanced verbal and written communication skills, including experience communicating with senior business leaders, and demonstrable experience engaging with external stakeholders.
- Recognition: Education support, Better Giving programme with charity partners, and Latitude matches dollar for dollar.
- Flexibility: Flexible work arrangements, hybrid setup, 3 Days paid volunteer leave annually, paid community service leave, and paid compassionate/bereavement leave.
- Yearly Salary Reviews.
Latitude Financial Services is a leading digital payments and lending company that helps people shop and live better. We live and breathe our values: Act Right, Show Care, and Be Curious. Successful applicants will be required to complete a background check prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.
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