Manager - Resolution & Insights

2 weeks ago

Wellington, New Zealand Kiwibank Full time

Excellent benefits including wellbeing leave, subsidized banking and insurance and moreKiwibank'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 ensure business, customer and regulatory expectations for effective and timely complaint resolution are met and uncover what really matters to customers through actionable and accurate complaints insights and reporting.Responsibilities:Lead a team of Customer Resolution Specialists, creating a resilient high-performance team culture.Drive an uplift in Kiwibank's overall complaint management system maturity and performance, ensuring timely, fair and accurate resolution wherever complaints are being handled.Collaborate across Kiwibank to quickly share actionable insights through data and reporting, uncovering what really matters to customers, driving change and preventing customer pain points, systemic issues or escalated complaints.Ensure Kiwibank complies with internal Kiwibank policies, our legal obligations, the Banking Ombudsman scheme requirements, and the Code of Banking Practice.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 Requirements:Minimum four years' experience leading a team, creating a high performing culture which lifted daily operations and team delivery.Known as a trusted and respected customer leader who can influence decision-making and persuade others across the organisation to hear and act on customer issues or insights.A proven ability to meet legislative requirements and a knowledge of regulatory environments and obligations relating to financial services.Enthused by solving problems and delivering continuous improvement through data analysis and insights. 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.Apply Now – applications close on Tuesday 12 November. We will be reviewing resumes throughout the advertising period and reserve the right to withdraw the ad at any time.This is us. Where you and your whanau 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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