Operations Senior - Professional Support Services

at  ASB Group

KIA ORA, TALOFA LAVA, KIA ORANA, MALO E LELEI, FAKALOFA LAHI ATU, BULA VINAKA AND NAMASTE!

We have an amazing opportunity to join our Professional Support Services (Deceased Estates, Government Information and Bank Switch) team based at ASBs state of the art head office in Wynyard Quarter.
You will be joining a high pressure, demanding, customer focused team who are responsible for managing the workforce management aspects of the business; forecasting, resource allocation and queue management ensuring optimised resource performance and service delivery.

MŌU |ABOUT YOU:

We are looking for someone who has a proactive can-do attitude with high attention to detail and exceptional customer service skills that go hand in hand with having a positive mindset. You will also:

• 3-5 years customer/operations experience in banking/financial services/shared services/technology
• Pride yourself in your exceptional level of common sense and logic
• Need to work at a fast-paced environment with accuracy
• Ability to work through high volumes within tight time frames and challenge the status quo
• Bring a growth mind-set combined with the love to learn new skills
• Able to adapt to a constant changing and challenging environment
• Good knowledge / understanding of operations management frameworks, methodologies, and practices (i.e. lean, DMAIC, agile, human centred design). Preferably yellow belt accredited or above.

On a day-to-day basis, you will manage high volumes of requests in tight turnaround times while maintaining accuracy and provide superior internal and external customer service by responding to, managing and resolving customer and stakeholder issues. Apart from that, you will:

• Act as a 2IC for my manager and as a reference/ delegation point for case/issue/complaint escalation
• Support role out of new processes across team and assist with implementation.
• Prioritise the work based on level of urgency
• Communicate professionally with internal and external customers via different channels
• Inquisitive, customer obsessed, accountable, collaborative, data minded and continuously challenges the status quo
• Embedding a continuous improvement culture and capabilities within your team (i.e. lean, agile, DMAIC, human centered design and data analysis/ decision making)