Manager - Resolution & Insights

5 days ago


Lower Hutt, New Zealand Kiwibank Full time

Excellent benefits including wellbeing leave, subsidized banking and insurance and more
- Kiwibank’s market leading Parenthood Package includes Kiwisaver contributions for up to 52 weeks.
- Based in Lower Hutt or Hastings with minimum two days in office.

**This is us. Where making an impact matters.**

Join us at Kiwibank on an exciting journey to make Kiwibank New Zealand’s most trusted bank. In this newly created role, you will drive effective and timely solutions for all customer complaints and ensure regulatory obligations are met.
- Lead a team of Specialists creating a resilient high-performance team culture. As a leader you will manage daily operational workflow and SLAs, onboard new team members and drive ongoing training for your team.
- Monitor and resolve complex and escalated complaints ensuring timely and accurate solutions for our customers.
- Undertake regular reviews of resolved complaints by the team to ensure compliance with the Complaints Management Standard.
- Ensure Kiwibank complies with internal Kiwibank policies, our legal obligations, the Banking Ombudsman scheme requirements, and the Code of Banking Practice.
- Utilize data and reporting to identify issues, insights and uplift delivery for our customers.

**This is us. Where your expertise matters.**

At Kiwibank, we will help you build on your strengths and learn new skills, but in the meantime, we would love to hear from you if you have some of the following:

- Minimum four years’ experience leading a team, creating a high performing culture which lifted daily operations and team delivery.
- A proven ability to meet legislative requirements and a knowledge of regulatory environments and obligations relating to financial services.
- Experience in owning complex customer complaints resulting in effective solutions and knowledge of resolution practices.
- Continuous improvement delivery using data and reporting to uplift current processes and outcomes. Experience in Power BI, business analytics is preferred.
- Excellent communication and relationship management with senior managers, Executives, and external agencies such as the Banking Ombudsmen.

**This is us. Where you and your whānau matter.**

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, challenging and rewarding work - this is Kiwibank. A place where you can belong and thrive - we are as ambitious as we are caring. We have big ideas and big plans. For you, for Kiwibank and for all Kiwi.

For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to check out the attached video.



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