Complaints Governance Manager
13 hours ago
**Ko mātou tēnei | This is Us**
Our role as the Bank of New Zealand is to help navigate Aotearoa towards a better future.This means working in an energising environment built around our customers to help our communities prosper. If you can imagine a better future, let's find a way.
**Mō te Tūranga | About the Role**
We spoke with the Senior Manager Complaints Insights and Governance (who you'd report to), and she gave us some great insight on what to expect with this tūranga (role):
**What are 5 day to day tasks the person in this role will complete?**
- Drive consistent, high-quality, complaints data capture and support its use across the Enterprise.
- Develop robust reporting for Senior Management, including the Executive Team and BNZ/NAB Boards, to track the progress and success of Enterprise initiatives aimed at addressing the root causes of complaints.
- Inform BNZs customer complaints rautaki (strategy) inclusive of data collection and integration, to deliver stronger kiritaki (customer) outcomes.
- Design, develop, build, and maintain insights products (including self-service reports and dashboards) that provide actionable insights from complaints data that drive improved outcomes for customers and colleagues.
- Assist with the strategic dashboards for the Customer Assist business unit.
The Complaints Governance Manager will mahi (work) with the business to ensure the quality and consistency of complaints data capture and its use across the Bank; report on the progress and success of Enterprise initiatives to address the root causes of complaints; and support colleagues in the Complaints Insights team in designing, developing, building, and maintaining insights products as required.
**What is the team culture and environment like?**
You'll be part of a fantastic team, highly engaged and hard working. Our tīma is energised, inclusive and collaborative. We work really well together, tautoko (support) each other, and keep each other motivated - plus we love to have fun.
**What attributes will this person display in order to be successful in this role?**
- 3+ years working in banking or governance roles, with experience in insights or data analytics.
- Hands-on experience working in complex and multi-faceted environments, managing multiple stakeholders.
- Ability to design, embed, and maintain governance processes across a large enterprise, supporting others to buy-in and adhere to this.
**What is your favourite thing about working for BNZ?**
There are great benefits to working at BNZ such as 6 weeks annual leave, discounts on banking products and health insurance for you and your loved ones. But there are also great advantages of being part of a team that can directly impact the lives of almost 1 million New Zealanders. We believe that by creating simple, accessible, and useful tools for our customers we enable them to achieve their goals and become financially better off.
**Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand**
- Applications close Wednesday 1 February at 11:55pm._
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