Retention Team Leader

**About the Role**
Are you a passionate leader in banking or retention with a knack for coaching and development? As our Retention Team Leader, you'll play a pivotal role in shaping the future of our customer experience. You'll guide your team to deliver an exceptional service that transforms customers into loyal advocates.

Imagine a role where you:

- Coach and inspire your team to master the Retention Conversation Framework, ensuring a seamless and positive customer journey
- Empower your team to achieve their full potential through targeted training and development initiatives
- Foster a collaborative environment built on accountability and shared success

**About you**
We're looking for a leader with a deep understanding of the banking industry, particularly the credit process. You'll be a proven people manager with a track record of coaching individuals and teams to achieve success. Building capability and empowering others to excel is what energizes you.

A unwavering belief in personal and team accountability is essential. You champion the principles of excellent customer service at every turn, ensuring a positive experience for each interaction.

The ability to effectively navigate a fast-paced, compliance-driven environment is key. You'll collaborate effectively with stakeholders across the organisation using your strong engagement and presentation skills.

Staying up-to-date on market trends and competitor developments allows you to make sound decisions based on analysis and sound judgment. Excellent communication skills are a must, with the ability to clearly and concisely express yourself while actively listening to understand customer needs.

If you're a passionate leader with a commitment to building a winning team and fostering exceptional customer experiences, we want to hear from you
**About Us**
BOQ Group is a truly unique group of challenger brands with a purpose - to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal - to build social capital through banking. That's creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group's inclusive 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.

Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
**Our Perks**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Purchase annual leave
- Discounted private health insurance plan
- Employee Assistance Program (EAP)
- Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility
- BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

**How to Apply**

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, 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: BOQ04282