Process Improvement Officer

**About the Role**
The purpose of this role is to support the Group Credit Management team with all aspects of Process Improvement across Group Operations and the BOQ Group including Bank of Queensland, ME Bank and Virgin Money Australia.

You will be helping with process creation, improvement, process changes and legislation changes across Group Credit and based in the Collections and Financial Hardships team in Brisbane.

Full training will be provided but you must be a self starter with ability to work towards tasks autonomously and have previous experience working in large office environments.
- Contributes to the development and implementation of process improvement across Group Credit Management.
- Consults with management on modifying business processes to enhance service delivery.
- Support Quality & Governance Co-Ordinator to achieve and deliver department and business goals.
- Assist with procedure uplift and roll out to ensure a consistent approach to internally changes.

**About you**
- Previous experience in working in corporate environments and liasing with those stakeholders.
- Basic understanding of relevant legislation including, but not limited to : Debt Collection Guidlines; The Privacy Act; NCCP; BCOP (Desirable)
- Proficiency with technology - MS Office and reporting tools.
- Exceptional interpersonal, customer service, problem solving and verbal / written communication.
- Effective Time Management
- Demonstrated ability to develop customer centric solutions
- Experience in resolving and properly fixing complex issues
- Passionate about customer excellence to achieve fair customer outcomes.
- Analytical thinking to consider multiple scenarios to ensure all available options have been considered.

**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.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- BUPA Corporate Plan
- Employee Assistance Program (EAP)
- A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
- Accessible work support through various practices, systems, office adjustments
- Gym, shopping, technology and travel offers
- 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: BOQ01478