Team Manager Quality Assurance: Collections and

Team Manager Quality Assurance: Collections and 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.** Come and lead a newly created small team that ensures the bank's compliance with regulatory requirements. Join our 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. Know internally as the **Team Manager Hindsight Reviews** in our Mortgage Help Centre, you'll make an impact by: - Leading a team of 2 Hindsight Review 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. - You'll also be 'on the tools' conducting hindsight reviews: predominantly larger, holistic customer reviews which are a critical assessment to ensure our customers have received a high level of customer service & support. - Providing oversight of the team's Hindsight Reviews with a focus on quality and ensuring completion within policy and SLAs. - Escalating procedural failings where required and communicating review outcomes to relevant stakeholders. - Supporting the implementation of change initiatives and process improvements, ensuring team ownership. Position description: Team Manager Hindsight Reviews 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 minimum three days per week 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/collections management, credit assurance and/or consumer lending. - Experience leading, coaching and motivating team members. - Operational knowledge of the regulatory environment, legal processes and obligations for managing financial difficulties and the collection and recovery of secured and unsecured debts. - Ability to foster a high-performance culture both within your team and department which provides constructive feedback and genuine demonstration of 'customer care'. - Highly accurate approach with constant attention to detail and the ability to balance quality and quantity. - Good time management skills with the ability to prioritise, meet deadlines and work within SLAs. **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 Still in two minds? **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. Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: Job ID vQkWPpRDLXJP