Manager - Customer Assistance Team

**About the Role**
The purpose of this role is to manage the successful delivery of the BOQ Group Customer Assistance program. You will manage a team of customer assistance specialists and oversee the productive and effective process of providing assistance to customers in financial difficulty.

This role supports the BOQ Group, servicing customers and products across Retail and Commercial business lines.

Key Responsibilities:

- Lead the customer assistance team to meet and exceed the customer assistance team service levels
- Deliver the BOQ group hardship program to all brands and customers
- Control and manage risk
- Assist in the leading the team through a transformational journey as we become one team
- Provide leadership, coaching, training and development to front line staff
- Drive better performance and succession planning
- Conduct regular one on one sessions with team members
- Embed a performance culture
- Drive a customer centric ethos across the team
- Manage Service Level Agreement (SLA) requirements, queues and workflows
- Conduct regular call monitoring and supervision

**About you**

We are seeking an experienced senior leader with proven knowledge and experience in a banking operations environment, preferably within the collections/credit risk sector.

You will possess a growth and transformation mindset with the ability to foster a positive performance culture along with a passion for leading people with an empathetic approach.

Great leadership, communication skills and the ability to build and maintain productive relationships with customers, internal and external stakeholders will see you succeed in this role.

Key skills, attributes and abilities:

- Leading a team
- Knowledge of financial difficulty frameworks, regulation and legislation
- Knowledge of coaching principles
- Knowledge of policy, procedure, process documentation
- Knowledge of Microsoft office
- Understanding of relevant legislation, including, but not limited to: Debt Collection Guidelines, The Privacy Act
- Ability to solve complex problems
- Ability to lead through change
- Process Improvement
- Knowledge curation
- Ability to create customer centric solutions
- Time management
- Analytical capabilities
- Ability to work at pace in a multi-disciplined role
- Great communicator with the ability to present complex information in simply

If the above role sounds like you and you feel that you can bring enthusiasm and energy to a high performing team, then we would love to hear from you

**About Us**
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

Since 2021 BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- Discounted private health insurance plan
- Employee Assistance Program (EAP)
- 5 employee diversity network groups focusing on: First Nations Reconciliation Council, Proudly ME (LGBTIQA+), Multicultural, Gender and Early Career
- BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

**How to Apply**

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Job Reference: BOQ02739