Complaints Governance Manager

6 days ago

Auckland City, New Zealand BNZ Full time

**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._

  • Complaints Resolution Manager

    2 weeks ago

    Auckland City, New Zealand Fidelity Life Full time

    Enjoy flexible working arrangments - Excellent employee benefits **The Opportunity** Here at Fidelity Life, we are on journey to being truly customer-led. As a result, we are significantly strengthening our complaints resolution and customer advocacy capability to build confidence that our customers’ outcomes and experiences are where we expect them to...

  • Senior Complaints Advisor

    2 days ago

    Wellington City, New Zealand Social Workers Registration Board Full time

    A newly created Senior Complaints Advisor role with a focus to asses complaints and ensure that they achieve efficient and timely outcomes using a risk based lens. **Overview of the Company**: A small and fast growing government organisation that protects the safety of members of the public by ensuring that when social workers come onto the register, they...

  • Complaints Assessor

    1 week ago

    Auckland City, New Zealand New Zealand Government Full time

    Be part of a skilled and passionate team - Further develop your already excellent writing and communication skills - Full time, Auckland CBD location Ko wai tātou | Who we areThe purpose of the Health and Disability Commissioner (HDC) is to promote and protect health and disability services consumers' rights and to facilitate the fair and efficient...

  • Complaints Specialist

    1 week ago

    Auckland, New Zealand Medical Assurance Society Full time

    At MAS we're on a mission to get even better at the exceptional service our Members have loved us for, for over 100 years. As the Member Complaints Specialist you will play a pivotal role in managing and resolving member complaints at the earliest stage, ensuring swift and satisfactory outcomes. This role requires a high level of customer care and support...

  • Complaints Advisor

    4 days ago

    Wellington City, New Zealand H2R Consulting Full time

    **Location**: Wellington Type: Permanent / Full Time Reference: 782170 **About the role** Our client is looking for a professional and efficient Complaints Advisor to join their small and supportive team. This is a busy role responsible for managing feedback and complaints processes for complainants and other parties to ensure that complaints are rapidly...

  • Manager, Customer Advocacy, Culture and Complaint Resolution

    2 weeks ago

    Auckland, Auckland, New Zealand Suncorp New Zealand Full time NZ$120,000 - NZ$180,000 per year

    At Suncorp New Zealand, we're on a mission to make every customer interaction meaningful — and we're looking for a passionate Customer Advocacy, Culture and Complaint Resolution leader to help us make that happen.In this pivotal leadership role, you'll drive customer-centric strategies that inspire advocacy, empower teams, and create exceptional outcomes...

  • Manager, Customer Advocacy, Culture and Complaint Resolution

    2 weeks ago

    Auckland CBD, New Zealand Suncorp Full time NZ$120,000 - NZ$180,000 per year

    At Suncorp New Zealand, we're on a mission to make every customer interaction meaningful — and we're looking for a passionate Customer Advocacy, Culture and Complaint Resolution leader to help us make that happen.In this pivotal leadership role, you'll drive customer-centric strategies that inspire advocacy, empower teams, and create exceptional outcomes...

  • Customer Complaints Coordinator

    1 week ago

    Auckland City, New Zealand Downer Group Full time

    We currently have an opportunity for a Customer Complaints Coordinator **.**Join our team and play a key role in ensuring that all complaints are created, issued and resolved in the KPI time frame for Responsive and planned works for both contracts in Auckland. Reporting to Senior Co-ordinator and Sr Trades Resource Manager, you'll help deliver high-quality...

  • Complaint Facilitator

    6 days ago

    Wellington City, New Zealand New Zealand Government Full time

    Join an organisation that is committed to supporting high standards of conduct in the real estate sector - Be part of a team managing, assessing and resolving complaints - Seeking a client focussed professional with experience in regulatory complaint management, communication, conversation management, risk identification, and diverse perspectives. **Real...

  • Complaints Assessor Āteha Take Amuamu

    1 week ago

    Auckland City, New Zealand New Zealand Government Full time

    Be part of a skilled and passionate team - Further develop your already excellent writing and communication skills - 2 Full time, Auckland CBD location Ko wai tātou | Who we areThe purpose of the Health and Disability Commissioner (HDC) is to promote and protect health and disability services consumers' rights and to facilitate the fair and efficient...