Member Engagement Centre Manager

Since 1959, Australian Military Bank has provided members with fantastic service, great rates and competitive banking and insurance products. As a member-owned financial institution, we are all about putting members first and helping them to achieve their financial goals. We offer mortgage, consumer and credit loan facilities as well as products and services within superannuation, everyday transactions, savings, term deposits and insurance.
**Position Summary**
The role of Member Engagement Centre Manager (MECM) will be to lead the team of Member Service Agents (MSA) in providing a single touch point member engagement experience that meets the banks compliance requirements, the channels scorecard outcomes and is an income generating operation.
With guidance from the Head of Digital Operations and the Chief Member Experience Distribution Officer, this role will be ensuring that all member engagement service levels, internal processes and bank policies are in place and aligned to the bank’s target market’s needs. This role will show commercial acumen with the goal of ensuring the Member Engagement Centre (MEC) is an income generating channel through positioning and delivering value to members.
**Major Responsibility Areas**
- Leading the Bank’s Member Service Agents to ensure set member fulfilment and Grade of Service (GOS) targets are achieved and that productivity within the team meets industry standards.
- Leading the delivery and support of daily transactional services to all members and to the distribution and operations divisions of the Bank. To monitor the integrity of member data and aim for greater efficiencies and quality in their activities whilst not compromising the support and services provided to members and Australian Military Bank employees.
- The Member Engagement Centre Manager (MECM) is required to support and improve the Australian Military Bank’s Member Engagement Centre operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, identifying and managing system and process improvement and delivering Quality Assurance programs.
- The MECM will be required to assist the Head of Digital Operations identify, initiate and implement organisational continuous improvement and to develop and support a member engagement centre-operating model that meets the market and member expectations.
- Maintain competence and performance standards that ensure a strong member focus, excellence in member service that is delivered in a timely, friendly and professional manner. In addition, developing the team to ensure the MEC delivers a first point of contact resolution outcome for members.
- Identify operational strategies through needs assessments, performance reviews, planning, analysing data and identifying trends.

**About You**
- An understanding of the banking product landscape in Australia, including loans, deposits and insurance. This consists of the understanding of consumer needs aligning to the banks products as well as the governing legislation and regulation.
- Background in Mutual Bank
- Minimum 3 years' experience working within financial services and leading a contact centre environment
- Highly developed interpersonal skills to establish effective working relationships.
- Ability to set personal workload priorities, observe time constraints, plan and coordinate adherence to deadlines.
- The ability to work autonomously
- Member first approach
- High customer service and leadership skills and a comprehensive understanding of reporting and coaching requirements associated with a contact centre operation
- Confident, enthusiastic, motivated, works well under pressure, takes ownership and responsibility of all matters and shows exceptional attention to detail

**Why Us**
Australian Military Bank forms an integral part of the wider Defence community. We offer our staff competitive remuneration, discounts on banking and insurance products and ongoing learning and development programs. You will be provided with training and coaching on the job to provide you with the tools to be successful in this role. Australian Military Bank provides realistic progression opportunity nationwide and the opportunity to embrace new technologies and ways of working.

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Probity check*
As we are an Authorised Deposit Taking Institution, there is a requirement to complete the standard range of Credit, Police and Bankruptcy checks prior to commencement of employment.

This is an exciting, challenging position with the opportunity to build your career with a highly trusted mutual bank. We move quickly with our interview process, if you are keen please submit your CV today

**Job Types**: Full-time, Permanent