Head of Contact Centre – Melbourne

Do you want to help lead the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We’re growing fast as more people choose to align their banking with their values. We’re a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the ‘clean money’ movement.

Reporting to the Chief Customer Officer and part of the Customer Division Leadership Team, the Head of Contact Centre leads a customer-facing workforce of 70+ people to deliver an outstanding customer experience via thousands of interactions across multiple locations, through telephone, chat and email every day. The successful applicant will be motivating, developing and improving retention of a highly engaged workforce, fully leveraging leading telephony and resource planning technology and successfully pursuing Bank Australia’s strategic goals and fulfil its purpose to inspire and empower customers to create a world where people and the planet thrive.

Why join us

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp (www.bcorporation.net), we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options and competitive salary and benefits, including 13% employer superannuation contributions, paid parental, volunteer and family violence leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We are the first bank in the world to own its own Conservation Reserve – which we use to protect threatened species and involve staff in conservation.

What you will be doing

• In close cooperation with the Chief Customer Officer, develop and implement Bank Australia’s strategy and business plans, as they relate to the Contact Centre team
• Lead and develop a highly customer-focused Contact Centre team across multiple locations to deliver industry-leading customer experience and employee engagement, where a high performance culture, and continuous improvement is the norm. This includes execution of resourcing, skills development and retention initiatives to ensure sustainable service levels
• Organise, motivate and manage the Contact Centre leadership and team to achieve budget, always driving operational efficiency and effectiveness to achieve defined measures of success
• Maintain a formal Quality Assurance program, including effective reporting, call monitoring, remediation of issues and ongoing skills training
• Ensure compliance with policy, procedures, guidelines and regulations, mitigating operating risks and effectively resolving any issues. This includes any resolutions or remediation required by regulators, auditors and other reviewers/advisors
• Lead the successful implementation of programs, projects and initiatives to improve the operation of Contact Centres, including technology upgrades and actively enabling customers to fully leverage available digital tools, including the Bank Australia app
• Collaborate across the bank and externally, including developing effective working relationships between the Contact Centre team, other Bank Australia teams and relevant external service providers
• Actively participate in strategy, planning and business development activities, including in development of a customer strategy and roadmap to sustain and build customer experience via the Contact Centre
• Actively participate as part of the Customer Division Leadership Team, including close cooperation with other leaders to implement Bank Australia’s strategy and bring our purpose to life
• Any other duties as directed by the Chief Customer Officer.

What you will bring

• Extensive experience in the financial services industry, with strong understanding of delivering a positive customer experience
• Experience leading in a similarly complex contact centre environment
• Proven ability to effectively lead and engage a diverse workforce across multiple locations
• Working knowledge of call centre staffing, performance monitoring and resource planning
• Relevant graduate and post graduate qualifications
• Expert knowledge and understanding of the banking and financial services sector, the Bank’s prudential requirements and products and processes
• Well-developed ability to build and leverage professional relationships, including interactions and networking skills and proven ability to influence senior executives towards appropriate outcomes
• Practical experience enabling an effective risk and compliance management regime in financial services
• Strong conceptual, analytical and evaluation skills, including skill at problem solving, investigating, researching, analysing trends, identifying critical threats and opportunities, diagnosing problems and issues, negotiating and recommending solutions and actions
• Demonstrated ability to meet expected outcomes, including planning and organisational skills
• Sound experience in business planning and business strategy development
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.
• Demonstrated exceptional inter-personal skills and thought leadership in a fast paced environment
• Membership of relevant industry bodies
• Proven commercial acumen

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.