Retention Team Leader

**About the Role**
Are you a passionate leader in banking or retention with a knack for coaching and development? As our Retention Team Leader, you'll play a pivotal role in shaping the future of our customer experience. You'll guide your team to deliver an exceptional service that transforms customers into loyal advocates.
Imagine a role where you:

- Coach and inspire your team to master the Retention Conversation Framework, ensuring a seamless and positive customer journey
- Empower your team to achieve their full potential through targeted training and development initiatives

Foster a collaborative environment built on accountability and shared success

**About you**
We're looking for a leader with a deep understanding of the banking industry, particularly the credit process. You'll be a proven people manager with a track record of coaching individuals and teams to achieve success. Building capability and empowering others to excel is what energises you.

A unwavering belief in personal and team accountability is essential. You champion the principles of excellent customer service at every turn, ensuring a positive experience for each interaction.

The ability to effectively navigate a fast-paced, compliance-driven environment is key. You'll collaborate effectively with stakeholders across the organisation using your strong engagement and presentation skills.
Staying up-to-date on market trends and competitor developments allows you to make sound decisions based on analysis and sound judgment. Excellent communication skills are a must, with the ability to clearly and concisely express yourself while actively listening to understand customer needs.
If you're a passionate leader with a commitment to building a winning team and fostering exceptional customer experiences, we want to hear from you
**About Us**
BOQ Group is a truly unique group of challenger brands with a purpose - to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal - to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group’s inclusive 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).

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
**Our Benefits**
At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth. Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:

- **Flexible working arrangement**:

- Balance your work and personal life with ease.
- **Discounted financial products** - Enjoy exclusive rates on our financial services across the Group.
- **Salary sacrificing options** - Maximise your take-home pay with our salary packaging options.
- **Paid parental leave with no minimum requirements** - Spend quality time with your new family member without any worries.
- **Purchase additional annual leave** - Need more time off? You can buy extra leave days.
- **Discounted private health insurance plan** - Take care of your health with our special rates.
- **Employee Assistance Program (EAP)** - Access confidential support for personal and professional challenges for you and your family
- **Access to employee network groups** - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
- **Pride in Diversity membership**: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.

We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community
**How to Apply**

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you ma