Team Manager Hardship

Team Manager Hardship We've never been 'just a bank'. Just like you should never be 'just an employee'. We're united in our belief that in banking, better can be bigger, and together we're making it happen. **It starts here. With Bendigo Bank... and you.** Join our growing leadership team in our Mortgage Help Centre and drive a culture of customer care. You'll love the good you can do here: your hardship management and credit assurance experience will enable us to uplift the way we support our customers in financial difficulty. As the **Team Manager Hardship **in our Mortgage Help Centre you'll make an impact by: - Leading the team to ensure we have exceptional customer service to ensure we providing tailored suitable solutions for our customers in Financial Difficulty - Leading a team of Hardship Officers: Create a high-performance team and culture, drive a high level of attention to detail and ensure all risks or shortcomings are identified with a "No surprises" team philosophy. Provide regular feedback and manage performance. - Workshopping high risk and escalated files and quality checking team output with a focus on quality and ensuring completion within Policy and SLAs. - Sharing results of hindsight reviews, customer experience reviews and feedback reviews with team members and implementing required actions - Upskilling and developing your team including the provision of individual feedback, coaching/training sessions and case study meetings. - Supporting the implementation of change initiatives and process improvements, ensuring team ownership Position description: Team Manager Hardship Position Description.docx This is a permanent full-time position. We offer flexible work options that put our people first, and a hybrid model of 60% based out of our Adelaide or Bendigo corporate office. **What you'll bring to the role**: To succeed in this role, we'd love you to have: - Experience in hardship management, credit assurance and/or Consumer lending, with the ability to review a customer's financial position and provide suitable solutions. - Experience leading, upskilling and empowering direct reports. - Operational knowledge of the regulatory environment, legal processes and obligations for managing financial difficulties and the collection and recovery of secured and unsecured debts. - A calm and supportive approach to both staff and customers with the ability to use discretion and an empathy and understanding of customers who are vulnerable and/or experience financial difficulty. - Good time management skills with the ability to prioritise, and manage team workloads to meet SLAs, while being agile to pivot quickly when needed. **So, why work for us?** - **Want big impact that matters? **Here, you'll know your work directly benefits the customers and communities we all serve. - **Want to be more than just a number? **Join a team that truly values you and the diverse contribution you make, every day. - **Want career opportunity AND flexibility? **Achieve both here, where we know that balance and progression go hand in hand. You'll also get access to a great range of benefits, including: - Flexibility means different things for different people. Whether it's hybrid work, flexible hours, a compressed work week, job-sharing or something different, our flexible work options are designed to put people first - Health and wellbeing support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members - Opportunities to take your learning to the next level through our corporate university 'BEN U' or at an external provider of your choice **We're making better, bigger. And we'll get there with you.** Now's the time to set your sights even higher - on the future you and the future career you deserve. Job ID 32g6g1vwnUbN