Senior Manager, Care
Join ASX 100 finance leader Perth based role leading 24/7 customer care team, supporting teams in Perth, Sydney and Queensland Suits an experienced contact centre manager with previous banking experience About Us: Join one of Australia's top 100 listed companies where we are passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community. We support a flexible workplace and we are committed to an inclusive and diverse culture where differences are embraced About the role: As the Senior Manager, Care, reporting to Head of Customer Connect, you will lead a team of contact centre employees in the delivery of customer service (care) in a busy 24/7 environment. In this role you will be responsible for managing and cultivating a team that brings best-in-class service delivery across all BOQ channels, therefore achieving key business objectives including KPIâ€™s quality standards, grade of service and adherence metrics.
Additionally, you will ensure the development of a multi-skilled team in order to achieve key business objectives, ensuring consistency of process and service delivery. You will proactively foster a culture where the customer is at the heart of everything you do, through identifying opportunities for enhanced collaboration and improved team culture. About you: To be considered for this role, you should have extensive experience in leading a highly service oriented contact centre team, ideally in a digital and direct banking environment.
You should also be able to demonstrate the following: Ability to communicate effectively and convey information through different mediums, articulately and professionally. Ability to effectively engage key stakeholders across the business and other internal departments to achieve desired outcomes. Ensure quality standards are maintained in line with compliance obligations.
Ability to motivate and drive a cohesive team. Ability to adapt to changing environments with a flexible approach. Resiliency to thrive in a fast paced environment to drive business outcomes.
Ability to multi-skill and remain open-minded, agile and flexible in a dynamic environment. Please note, this role has an On call requirement over a 24/7/365 roster to provide guidance to the team, workforce planning changes if needed and make urgent decisions or escalate issues. About our Benefits: Discounted financial products Purchase annual leave BUPA Corporate Plan Salary sacrificing options Mentoring and leadership programs Employee Assistance Program (EAP) - MyCoach for Individuals and People Leaders Paid parental leave Paid volunteer days Gym discounts and much more How to apply: To apply for this role please follow the links, alternatively you can view the role on our Careers Page.
The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are e....