customer care manager - Collections (au / nz financial account)(Anywhere)

Leading specialist teams to manage the resolution of issues whilst also liaising internally with the Legal, Risk & Compliance team and externally with regulators where required
Deploying a suite of financial assistance options that allows our customers to return to being able to make their regular loan repayments in a timely manner
Undertake robust root cause analysis review of complaints received to identify improvements in process, technology or training in order to minimise further incidences
Delivery of high quality verbal and written customer interactions which supports continuous improvement of the broader company CSAT score
Ensuring all processes are conducted in line with regulation and company policy
Review and improve the line of sight on performance through delivery of a suite of reporting using the PowerBI business analytics tool
Work closely with key stakeholders across all business units to provide insight into complaints received and to track improvement actions
Delivering enhancements to process with focus on automation and efficiencies whilst maintaining compliance requirements
Training and development of the team members and direct reports with effective development plans in order to support their career progression
Effective management of direct reports underperformers with thorough improvement plans in place plans to ensure business KPI’s are delivered consistently to a high standard
Qualifications:
Bachelor's degree holder
At least 5 years of experience in leadership capacity
Must have a background working in a BPO - financial services
Must have experience in managing the following: Customer Care, Claim management, and Collections - Australia / New Zealand financial account.
Share