Retention Manager

Ability to use strengths and develop to have continuous growth
- Attractive remuneration and benefits
- Unique opportunity within a growing national organisation

**Are you looking for a career with endless opportunities? There’s more to us than banking.**

We’re bcu. We’re proudly based in New South Wales and southeast Queensland and are part of the one of the largest customer-owned banking groups in Australia.

With regional offices in Coffs Harbour and Brisbane, we provide a genuine banking alternative to those who are looking for competitive and convenient retail and business banking services and outstanding customer experiences. In fact, our very purpose is to enrich the lives of our customers and their communities.

A unique opportunity to make a real impact within a growing organisation in the newly developed role of Retention Manager. Bcu are seeking an experienced leader to build a cohesive high-performing work group with our team of Associate Lender’s.

This role is accountable for the maintenance and retention of the BCU Brand home loan portfolio. Lead and drive sales and service performance to assist members in fulfilling their banking and ancillary product requirements through embedding sales framework and leadership routines.

**About the role**
- Overall responsibility for all performance outcomes of the Retention team, including the day-today management and leadership of our Associate Lenders to deliver on business plans, strategy and agreed business outcomes.
- Support BCU Brand retail network with activities to drive improved outcomes for existing home loan customers.
- SME for customer contact once the discharge has been lodged to refinance out.
- Creating a high-performing culture within the team while ensuring member experience, and beneficial customer outcomes are prioritised.
- Build a cohesive high-performing work group by clarifying accountabilities, keeping commitments, encouraging ideas and continual learning.
- Appropriately review and determine support for Retention Home Lending Pricing Requests, expiring loan extensions and fee waivers up to delegated authority
- Provide proactive and timely guidance and coaching to ensure all team members are aware of and comply with applicable regulations, legislation, delegations, policies and guidelines.
- Promote a culture which encourages team members to identify and raise risk and compliance issues or concerns. Escalate risk events and share learnings where appropriate.
- Proactively identify and lead the development and implementation of new systems and processes to improve member experience and staff efficiency.
- Provide performance insights and market trends to Senior Leadership team to improve BCU Brand product & pricing positioning

**What will you bring?**
- Previous sales and service management/leadership experience in a Banking/Financial Services environment. Experience in a relevant area (e.g. Home Lending etc) is required.
- Experience in the delivery of service and sales in a busy, outcomes focussed environment.
- Minimum 5 years’ experience in leadership role. Experience successfully leading a high-performance team, building across team relationships, and influencing business decisions.
- Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to improve member service, accomplish a task, or solve a problem. Consistently lead sales approach to a high standard.
- Ensure that the member experience is a driving force behind business decisions and activities; implementing service practices that meet customers’ and own organisation’s needs.
- Demonstrate personal resilience and adaptability. Willing and able to lead by example and implement new initiatives on a regular basis.
- Demonstrates strong interpersonal and relationship skills across business departments and levels
- Strong risk and compliance focus. Ability to identify risk and escalate where appropriate.
- Strong numerical reasoning and credit skills. Ability to support team members.
- Demonstrated ability to learn and utilise multiple system and technology platforms. Previous experience using banking and lending platforms.
- Ability to manage time and adapt to changing priorities is essential
- Basic understanding of human resources and WHS policies and legislation
- Certificate of Financial Services, or a related field
- Diploma of Frontline Management (or similar) advantageous

**What we can offer you**
There’s life at work, and life outside of work - and we understand that. P&N Group is committed to creating a satisfying and fulfilling working environment offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.

To help you live your best life through work, we offer an extensive range of employee benefits.
- Work for a national multi-brand, customer-focused organisation
- Be part of our major strategic transformat