Contact Centre Manager, Everyday Banking

2 weeks ago

Sydney, New South Wales, Australia UBank Full time $120,000 - $180,000 per year
About Us

The Why

The Manager – Everyday Banking is responsible for leading and managing a team of 7 Team Leaders and their direct reports, ensuring high quality customer service, operational efficiency and employee engagement. You will work as part of the contact centre leadership team to optimise the customer experience within the contact centre, across digital and voice channels for all Ubank products.

Key Responsibilities

  • Lead a team of 7 Team Leaders who each have approx. 10 – 14 direct reports or Advisors. The Advisors are interacting with our customers via phone to service banking questions or queries.
  • Create a positive performance driven culture that motivates employees at all levels
  • Demonstrate a coaching style to uplift and develop the leaders, with clear performance expectations and management
  • Develop measures / processes to ensure all Advisors also have clear performance expectations and management by your Team leaders
  • Collaborate with the Senior Manager – Contact Centre Enablement to continuously improve the customer experience and performance (both efficiency and quality) that your team provides.
  • Develop and improve professional excellence through management of individual and team's performance
  • Ensure customer interactions meet quality and compliance standards, aligning with banking regulations and company policies
  • Handle escalations and complex customer complaints, ensuring effective resolutions
  • Stay updated with industry trends and best practice, to drive innovation in customer service
Your Experience:
  • Exceptional operational leadership experience with a proven track record of achieving results through and with people, preferably gained in the customer service/contact centre environment
  • An experienced leader of team leaders and their direct reports
  • Proven background in customer-facing environments, preferably gained in phone customer service.
  • Proven background in financial services coupled with a passion for customer service. Sound knowledge of banking products and services preferred.
  • You have experience with voice and chat servicing of customer enquires
Why Ubank?
  • Flexible Work Environment: Enjoy a hybrid working model with 3 days in our vibrant Sydney CBD office.
  • Positive Team Culture: Thrive in a collaborative and supportive atmosphere.
  • Career Growth: Benefit from strong development and growth opportunities.
  • Fantastic Perks: Take advantage of additional amazing benefits.

This Sydney-based permanent role requires Australian or New Zealand citizenship or permanent residency.

We welcome applicants of all backgrounds, and our Talent team is excited to connect with you. Apply now with your CV and explore this exciting opportunity

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