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Senior Manager Customer Relations

2 months ago

Melbourne, Australia BOQ Full time

About the Role

Join BOQ Group in this 24 month max term contract opportunity

Reporting to the Head of Customer Relations, this role is responsible for ensuring that both internal (IDR) and external (EDR) complaints across BOQ Group are managed within extensive regulatory obligations, including but not limited to RG 271 and BCOP. This is to ensure risk mitigation and delivery of a better experience for our customers, bankers, and community.

The Senior Manager Customer Relations is responsible for leading a team of dispute resolution professionals, significantly contributing to the creation and delivery of the Complaints Transformation Strategy and ensuring that processes and procedures relative to complaints are compliant and best practice.

Imperative to the role is the ability to identify and solve root cause issues, influence senior stakeholders and execute operational, procedural and regulatory improvements that uplift customer satisfaction and reduce repeat and avoidable complaints.

  • Internal Dispute Resolution (IDR) - ensure that customer complaints are managed within industry best practice parameters and regulatory guidelines/compliance requirements, including but not limited to RG 271.
  • External Dispute Solution (EDR) – ensure that complaints and requests are managed within agreed timeframes and AFCA rules.
  • Engage and influence stakeholders, including customers and industry bodies i.e. AFCA to strategically facilitate the resolution of complaints.
  • Take an enterprise-wide view to identify and mitigate root cause issues and risks relative to complaints management and the regulatory environment.
  • Lead the delivery of projects and/or initiatives that further strengthen BOQ Group’s compliant management of customer complaints that ultimately delivers a better outcome for customers, employees and reduces business risk.
  • Take a lead role in the review of complaints systems, processes, data and people capability.
  • Key subject matter expert for any internal or external reviews of the enterprise complaints framework.
  • Point of escalation for Team Leaders and any complaints or themes that are particularly complex or unique in nature.
  • Promote a high level of employee satisfaction through engaging and inspiring leadership that focuses on a partnering approach and supporting Team Leaders in delivering the same.
  • Provide oversight of quality assurance activities in line with risk appetite, identifying key trends and building and executing coaching plans for the team
  • Root Cause Analysis – Partner with key stakeholders to drive and deliver deeper analysis to identify system, process or behavioural issues, and insight into customer complaints and dissatisfaction to support them to identify actions to improve the customer experience and proactively detect emerging issues, with a focus on reducing repeat and avoidable complaints.
  • Exemplify the BOQ Group values of Spirited, Optimistic, Curious, Inclusive, Accountable and Lionhearted to contribute to the purpose of Building Social Capital through Banking.
  • Understand and comply with the Code of Conduct and any additional policies and procedures which apply to the role to ensure BOQ Group excels, complies with laws and regulations, and upholds their reputation.

About you

As the successful candidate for this role, you will be able to demonstrate the following skills and experience:

  • 5 to 10 years demonstrated leadership experience in banking and finance industry.
  • Extensive knowledge and experience in Customer Relations / complaints functions.
  • Strong understanding of the principles, obligations, and functions of the complaint process in line with customer, community, regulatory and organisational expectations.
  • Strong understanding of the legislative, regulatory and industry frameworks that govern complaints and the legal ramifications and other risk factors that may be present.
  • Strong understanding and ability to manage cases, reporting and data capture techniques to track complaints and proactively identify and action systemic issues across the group.
  • Excellent communication skills and the ability to manage and deliver upon the expectations of senior management and present and engage with executive leadership.
  • Ability to problem solve and match issues with a path to resolution.
  • Highly developed planning, organisation and time management skills.
  • Demonstrated ability to identify opportunities for improvement and to influence change as a result.
  • Demonstrated ability to help support required behavioural and cultural change.

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

To apply for this role at #boqgroup, follow the links or apply via our Careers Page.

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.

Please no agency applications.

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