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