Regional Call Centre Manager
2 months ago
Rabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients.
Our purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the heart of everything we do.
Job Overview & Purpose:
Regional Call Centre Manager for the Region Australia New Zealand Call Centres. Supports NZ & AU Country Banking and Rabobank Online Savings strategies. Leads the Regional Call Centre for high performance, ensuring strategic alignment and operational efficiency.
Accountability for regional projects, initiatives and change management related to the Region Australia New Zealand Call Centres.
Context of Job:
Reporting to the NZ Chief Operating Officer (COO), the role is expected to operate independently on a day-to-day basis and seek strategic guidance where required.
The Regional Call Centre is part of the NZ and AU Operations departments. The Operations departments make a significant contribution to supporting the overall Rabobank Australia & New Zealand Group Strategy, manages risk to within the overall Risk Appetite of Rabobank Australia & New Zealand and demonstrates and champions leadership, open mindedness, commitment and flexibility to find better ways of working, through strategy, structure and approach.
Key Responsibilities and Accountabilities:
- Accountable for the performance of the AU & NZ Call Centres
- Lead and manage the strategic alignment of the AU & NZ Call Centres
- Provide leadership and guidance to the Regional Call Centre Management Team
- Responsible for the development and ongoing support of Regional Call Centre Leaders and Managers
- Build, develop and maintain a high performing Regional Call Centre Leadership Team
- Lead collaboration across all teams and leaders within the Regional Call Centre
- Lead collaboration across all AU and NZ Operations leaders and teams
- Lead collaboration and build strong relationships with all departments across the bank, with a specific focus on Country Banking branch network and IT teams
- Accountable for people plan, recruitment strategy and budget planning for Regional Call Centre
- Build, develop and maintain a strong collaborative Regional Management team, who are flexible and ready to assist other Rabobank teams or business groups when required
- Engage with all relevant stakeholders to assess ongoing business requirements as basis for strategic transformation and direction
- Use client feedback as a basis for strategic decision making and prioritising of improvements
- Facilitate the development and delivery of initiatives to enable the Regional Call Centre to meet agreed performance and behavioural targets
- Utilise change management principles, processes, and tools to focus on driving financial and operational results for Rabobank clients and Operations departments
- Assess stakeholder change impacts and department readiness, recommending and/or implementing appropriate communication, training, and behavioural change solutions
- Perform analysis of current state and make recommendations for strategic transforming, seeking approval from Senior Management where required
- Lead the development and implementation of initiatives to improve client outcomes and Regional Call Centre SLAs
- Oversight for Call Centre risk and controls, including ensuring all relevant risk framework requirements are met on time: CSA testing, MCD Completion, Operational Risk and Compliance Risk incident recording and remediation and Business Continuity Planning
- Accountable for ensuring that Treating Customers Fairly (TCF) principles are a foundation in all client interactions with the Regional Call Centre
- Accountable for building and maintaining a strong, positive culture with the Regional Call Centre, with a focus on keeping staff engagement results high
- Representative for the Regional Call Centre in organisational projects impacting Call Centre teams
- Other related functions as required.
Qualifications:
- Relevant Bachelor’s degree or similar (desirable)
**Experience**:
- 2+ years in a Call Centre leadership role essential
- Management experience essential
- Experience working in projects or programs of work delivering change essential
- Experience delivering change initiatives for improved client outcomes essential
Knowledge:
- Understanding of relevant regulatory requirements in Australia and New Zealand
- Understanding of applicable Privacy Law and associated Rabobank policies and standards
- Understanding of the no Advice/General Financial Advice obligations
- Understanding of BCOP and associated Rabobank policies and standards
- Understanding of Risk and Controls relevant to the team and department
- Understanding of change management principles, processes and tools to deliver effective change
- Basic understanding of project management princi
-
Call Centre Support Manager
4 weeks ago
Wellington City, New Zealand Rabobank Full timeRabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients. Our purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the...
-
Call Centre Support Manager
3 weeks ago
Wellington, New Zealand Rabobank Full timeRabobank is the world's leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients.Our purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the heart...
-
Call Centre Support Manager
3 weeks ago
Wellington, New Zealand Rabobank Gruppe Full timeRabobank is the world's leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients.Our purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the heart...
-
Call Centre Consultant
6 months ago
Wellington City, New Zealand Rabobank Full timeJob Overview & Purpose: Call Centre Consultant supports AU and NZ Country Banking, Rabobank Online Savings and Advisor Services/Key Account Services strategies and clients. Provides exceptional customer service by ensuring the services provided are carried out in an accurate, timely and efficient manner. Maintaining high standards and contributing to a high...
-
Call Centre Consultant
2 months ago
Wellington City, New Zealand Rabobank Full timeRabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients. Our purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the...
-
Call Centre Manager
8 months ago
Auckland City, New Zealand Infinitas Full timeNorth Shore Location - Key role for business success. - Establish and Build the Function We have a fantastic newly created opportunity for an experienced and dynamic Call Centre Manager/Customer Service/Delivery to take charge of a market-leading brand. This role will see you lead call centre operations, for a mostly outbound operation ensuring exceptional...
-
Call Centre Operator
12 hours ago
Wellington Central, New Zealand Wellington Central Full time**_Nau mai, haere mai ki Ūpoko ki te uru hauora._** Location: Wellington Regional Hospital and Hutt Valley Regional hospital Service: Patient Administration Service Contract: Permanent, full-time **Salary**: Range from $55,177 to $63,240 depending on experience **Kōrero mō te tūranga ' About the role** The Patient Administration Service (PAS) is a...
-
Call Centre Consultant
7 months ago
Wellington City, New Zealand Rabobank Full timeJob Overview & Purpose: Call Centre Consultant supports AU and NZ Country Banking, Rabobank Online Savings and Advisor Services/Key Account Services strategies and clients. Provides exceptional customer service by ensuring the services provided are carried out in an accurate, timely and efficient manner. Maintaining high standards and contributing to a high...
-
Call Centre Consultant
3 months ago
Auckland City, New Zealand Rabobank Full timeJob Overview & Purpose: Call Centre Consultant, supports AU and NZ Country Banking, Rabobank Online Savings and Advisor Services/Key Account Services strategies and clients. Provides exceptional customer service by ensuring the services provided are carried out in an accurate, timely and efficient manner. Maintaining high standards and contributing to a high...
-
Call Centre Administrator
6 months ago
Auckland City, New Zealand InterGroup Full timeAre you an administrator and a bit of a character? At InterGroup, our people are real good characters who have each other’s backs every day. And we're after more characters like you to come and join us! **About the Job**: The Call Centre Coordinator will play a pivotal role in ensuring the smooth day to day operation of our Call Centre, Insurance...
-
Administrator / Call Centre
7 months ago
Auckland City, New Zealand InterGroup Full timeAre you an administrator and a bit of a character? At InterGroup, our people are real good characters who have each other’s backs every day. And we're after more characters like you to come and join us! **What's the job?** InterGroup are New Zealand's Infrastructure and Industrial Services specialists, delivering services in waste management, industrial...
-
Call Centre Consultant
7 months ago
Auckland City, New Zealand Rabobank Full timeJob Overview & Purpose: Call Centre Consultant supports AU and NZ Country Banking, Rabobank Online Savings and Advisor Services/Key Account Services strategies and clients. Provides exceptional customer service by ensuring the services provided are carried out in an accurate, timely and efficient manner. Maintaining high standards and contributing to a high...
-
Centre Admin
12 hours ago
Manukau City, New Zealand Lil Champs Early Learning Centre Full timeWe are seeking a permanent administrator at one of our Early Learning Centres in South Auckland. We are looking for an enthusiastic, reliable, confident individual with excellent communication, time management and organisation skills. **Prior administration experience in an ECE environment will be beneficial but not compulsory as training and support will...
-
Customer Engagement Representative
6 months ago
Auckland City, New Zealand Philip Morris International Full timeAre you ready to #MakeHistory? At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re in the process of transforming our business and introducing products to work towards a smoke-free future. With huge change, comes huge opportunity. So, if you are the chosen one, you’ll enjoy the freedom to dream up and deliver better,...
-
Call Centre Representative
2 days ago
Auckland City, New Zealand Programmed Full timeOur partner is a BIG BRAND, well-known in the media and broadcasting industry. This award-winning Contact Centre hosts exciting events which require additional support to manage the increase in inbound call volumes. Weekend events are ongoing, register your interest to be selected for our next event in February, as well as ongoing weekend assignments. The...
-
Police Communicator
7 months ago
Wellington City, New Zealand New Zealand Police Full time**Communicators, the first line of New Zealand Police - better work stories.** - **Based in Paraparaumu, Kapiti Coast**: - **Training salary: $57,083 increasing to $64,552 after training (fourteen weeks)**: - **24 hours 7 days a week, call centre shift work**: - **Permanent, Full time**: - **No qualifications necessary, full training given.**: -...
-
Regional Business Manager
7 months ago
Wellington City, New Zealand Green Cross Health Full timeWe are looking for a team focused enthusiastic, hardworking Regional Business Manager to join our team. - Grow Green Cross Health medical network through acquisition projects - Support multiple medical centre teams to deliver exceptional patient care - Great opportunity to showcase and develop your leadership skills - One of New Zealand's leading primary...
-
Contact Centre Manager
2 months ago
Auckland City, New Zealand FUJIFILM Full timeFull-time, permanent position - Excellent staff benefits - Internationally renowned and global industry-leading company **About FUJIFILM Business Innovation** FUJIFILM Business Innovation is committed to offering innovation to businesses globally to help maximize their organizational strengths. We have pioneered numerous technologies since being...
-
Call Centre Administrator
2 months ago
Auckland City, New Zealand Plunket Full timeJoin us to be the first point of contact introducing and connecting whānau with our nurses and wider Plunket services. We’re seeking the support of a **full time** **Administrator **(38 hours a week) to join our team on a **permanent **basis in our **West Auckland team, **we're** based in Westgate**. This is a **Mon - Fri office hours **role starting in...
-
Police Emergency Call Centre Communicator
3 months ago
Auckland City, New Zealand New Zealand Government Full timeNew Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes. We’re working towards specific goals and targets that...