Regional Call Centre Manager

at  Rabobank

Rabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients.
Our purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the heart of everything we do.
Job Overview & Purpose:
Regional Call Centre Manager for the Region Australia New Zealand Call Centres. Supports NZ & AU Country Banking and Rabobank Online Savings strategies. Leads the Regional Call Centre for high performance, ensuring strategic alignment and operational efficiency.
Accountability for regional projects, initiatives and change management related to the Region Australia New Zealand Call Centres.
Context of Job:
Reporting to the NZ Chief Operating Officer (COO), the role is expected to operate independently on a day-to-day basis and seek strategic guidance where required.
The Regional Call Centre is part of the NZ and AU Operations departments. The Operations departments make a significant contribution to supporting the overall Rabobank Australia & New Zealand Group Strategy, manages risk to within the overall Risk Appetite of Rabobank Australia & New Zealand and demonstrates and champions leadership, open mindedness, commitment and flexibility to find better ways of working, through strategy, structure and approach.

Key Responsibilities and Accountabilities:

• Accountable for the performance of the AU & NZ Call Centres
• Lead and manage the strategic alignment of the AU & NZ Call Centres
• Provide leadership and guidance to the Regional Call Centre Management Team
• Responsible for the development and ongoing support of Regional Call Centre Leaders and Managers
• Build, develop and maintain a high performing Regional Call Centre Leadership Team
• Lead collaboration across all teams and leaders within the Regional Call Centre
• Lead collaboration across all AU and NZ Operations leaders and teams
• Lead collaboration and build strong relationships with all departments across the bank, with a specific focus on Country Banking branch network and IT teams
• Accountable for people plan, recruitment strategy and budget planning for Regional Call Centre
• Build, develop and maintain a strong collaborative Regional Management team, who are flexible and ready to assist other Rabobank teams or business groups when required
• Engage with all relevant stakeholders to assess ongoing business requirements as basis for strategic transformation and direction
• Use client feedback as a basis for strategic decision making and prioritising of improvements
• Facilitate the development and delivery of initiatives to enable the Regional Call Centre to meet agreed performance and behavioural targets
• Utilise change management principles, processes, and tools to focus on driving financial and operational results for Rabobank clients and Operations departments
• Assess stakeholder change impacts and department readiness, recommending and/or implementing appropriate communication, training, and behavioural change solutions
• Perform analysis of current state and make recommendations for strategic transforming, seeking approval from Senior Management where required
• Lead the development and implementation of initiatives to improve client outcomes and Regional Call Centre SLAs
• Oversight for Call Centre risk and controls, including ensuring all relevant risk framework requirements are met on time: CSA testing, MCD Completion, Operational Risk and Compliance Risk incident recording and remediation and Business Continuity Planning
• Accountable for ensuring that Treating Customers Fairly (TCF) principles are a foundation in all client interactions with the Regional Call Centre
• Accountable for building and maintaining a strong, positive culture with the Regional Call Centre, with a focus on keeping staff engagement results high
• Representative for the Regional Call Centre in organisational projects impacting Call Centre teams
• Other related functions as required.

Qualifications:

• Relevant Bachelor’s degree or similar (desirable)

Experience:

• 2+ years in a Call Centre leadership role essential
• Management experience essential
• Experience working in projects or programs of work delivering change essential
• Experience delivering change initiatives for improved client outcomes essential

Knowledge:

• Understanding of relevant regulatory requirements in Australia and New Zealand
• Understanding of applicable Privacy Law and associated Rabobank policies and standards
• Understanding of the no Advice/General Financial Advice obligations
• Understanding of BCOP and associated Rabobank policies and standards
• Understanding of Risk and Controls relevant to the team and department
• Understanding of change management principles, processes and tools to deliver effective change
• Basic understanding of project management principles to plan and deliver change initiatives

Skills:

• Key capabilities in strategy execution, continuous improvement and influencing
• Customer focused and able to lead teams to deliver an outstanding level of quality customer service
• Ability to effectively communicate and influence for decision making
• Strong stakeholder management skills
• Ability to think creatively, coach teams and drive towards results
• Ability to undertake analysis and provide recommendations to Senior Management
• Ability to deliver results
• Able to prioritise tasks and meet deadlines
• High level of accuracy and attention to detail
• Continuous Improvement focussed
• Can identify compliance and risk issues, with keen promotion of Risk Awareness within the team and team culture
• High level of displayed competency across the required KPI’s

This role will close Friday 1 November 2024
Rabobank believe embracing inclusion, equity and belonging delivers positive experiences for our people and clients. Our great working conditions, broad learning and development programmes and the opportunity to work together for the greater good are reasons why our employees love working here.
At Rabobank New Zealand, we are committed to our values; we are client-driven, we take responsibility, we are professional and cooperative. We have an open culture, where you can be yourself and be valued for who you are. All qualified applicants will receive consideration for employment without regard to ethnicity, sex/sex characteristics, gender (Inclusive of all genders), gender expression, sexual orientation, religion, disability, age, or other diversity characteristics not mentioned. We are proud to be an equal opportunity employer. Together, we can grow a better world

• Accountable for the performance of the AU & NZ Call Centres
• Lead and manage the strategic alignment of the AU & NZ Call Centres
• Provide leadership and guidance to the Regional Call Centre Management Team
• Responsible for the development and ongoing support of Regional Call Centre Leaders and Managers
• Build, develop and maintain a high performing Regional Call Centre Leadership Team
• Lead collaboration across all teams and leaders within the Regional Call Centre
• Lead collaboration across all AU and NZ Operations leaders and teams
• Lead collaboration and build strong relationships with all departments across the bank, with a specific focus on Country Banking branch network and IT teams
• Accountable for people plan, recruitment strategy and budget planning for Regional Call Centre
• Build, develop and maintain a strong collaborative Regional Management team, who are flexible and ready to assist other Rabobank teams or business groups when required
• Engage with all relevant stakeholders to assess ongoing business requirements as basis for strategic transformation and direction
• Use client feedback as a basis for strategic decision making and prioritising of improvements
• Facilitate the development and delivery of initiatives to enable the Regional Call Centre to meet agreed performance and behavioural targets
• Utilise change management principles, processes, and tools to focus on driving financial and operational results for Rabobank clients and Operations departments
• Assess stakeholder change impacts and department readiness, recommending and/or implementing appropriate communication, training, and behavioural change solutions
• Perform analysis of current state and make recommendations for strategic transforming, seeking approval from Senior Management where required
• Lead the development and implementation of initiatives to improve client outcomes and Regional Call Centre SLAs
• Oversight for Call Centre risk and controls, including ensuring all relevant risk framework requirements are met on time: CSA testing, MCD Completion, Operational Risk and Compliance Risk incident recording and remediation and Business Continuity Planning
• Accountable for ensuring that Treating Customers Fairly (TCF) principles are a foundation in all client interactions with the Regional Call Centre
• Accountable for building and maintaining a strong, positive culture with the Regional Call Centre, with a focus on keeping staff engagement results high
• Representative for the Regional Call Centre in organisational projects impacting Call Centre teams
• Other related functions as required