Team Leader Customer Operations

You will be part of the Customer Operations team within Banking Operations – a team where the customer is truly at the heart of everything.This team interacts with the customer at key stages of their relationship with the bank, including onboarding, applying EPOA’s, tax residency changes, amendments to core customer details, credit card changes and membership resignations. Term Deposits are an integral part of the bank, connected directly to our purpose of helping all Australians own their own home and the Customer Operations team directly maintain term deposits. The team also assist our customers through the difficult situations of Deceased Estates.

As experts in managing customer requests across multiple work streams, the team is relied upon for support to our branch and customer contact centre networks.

How you will make an impact:

• Responsible and accountable for coordinating a team of Operations Officers and managing the workflow allocation, resource scheduling and team’s adherence to process and procedures.
• Monitor and evaluate team member performance, identifying areas of improvement and implementing the necessary coaching, training and development.
• Ensuring high levels of customer experience and satisfaction, intervening in any serious or complex complaints and ensuring swift resolutions.
• Proactively identify opportunities for process improvement and assist with project delivery across the business

Do things differently with us

To succeed in this role, you will have:

• Minimum 5 years’ experience in Financial Services or a related industry with exposure to resource planning, modelling, and scheduling.
• Minimum 2 years’ previous experience in people management, including coaching and mentoring staff to achieve team and organisational goals.
• Strong understanding of operations principles, processes and methodologies.
• A comprehensive understanding of banking and customer service.

Why Great Southern Bank?

Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include:

• Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.
• Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.
• Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more!

Imagine working for a bank that truly helps people. You can.

Questions? Please contact our Talent Acquisition team at [email protected]

At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging and are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, and fair and equitable decision making that empowers our people to be at their best every day.

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