Manager, Customer Care

7 days ago

Auckland City, New Zealand BNZ Full time

**Ko mātou tēnei | This is Us** Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions though our promise "If you can imagine a better future, let's find a way." The Customer Care teams support customers in financial difficulty, helping them to get back to being financially stable. This tūranga (role) is an exciting and challenging leadership role that is responsible for implementation of the strategy by the BNZ Care (Hardship), Late Stage Secured and Recoveries teams. **Mō te Tūranga | About the Role** We sat down with our Head of Strategic Customer Assistance (who you'd report to), here are his views about the role: **What are 5 day to day tasks the person in this role will complete?** - Operational management of the Hardship, Late Stage Secured and Recoveries teams - Ensuring quality outcomes for customers - call monitoring, compliance focus, - Leading a high performing & engaged workforce - Collaboration with risk and credit teams **What is the team culture and environment like?** We mahi (work) in a committed team environment where we strive to assist customers in financial difficulty, The wider Customer Care team are highly engaged and driven individuals working in a busy, challenging, but rewarding environment. **What is the most exciting thing about this opportunity?** This role has come about due to an internal promotion within the business unit. The opportunity this role provides is the ability to lead a tīma (team) and drive strong kiritaki (customer) outcomes, with empathy, urgency & efficiency. This position will also contribute to the build and implementation of a new system. **What do we want you to know before you apply?** **What is your favourite thing about working for BNZ?** Working with people that are passionate about the customer. Focus on building the best bank in New Zealand and the investment in infrastructure to deliver better customer outcomes. We also have great employee benefits such as flexible working, six weeks annual leave as well as banking benefits, health insurance and an employee oranga (well-being) programme. **What attributes will this person display in order to be successful in this role?** We are looking for someone with resilience, empathy & the drive to excel. You will be a transparent leader who shows care for tāngata (people) and customers. **Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand** - Applications close Wednesday 7th December at 11:55pm._

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