Manager, Financial Crime Services - Customer Contact Services

Summary about this job

Detail information about job Manager, Financial Crime Services - Customer Contact Services. Terms and conditions vacancy

• Operations /Call Center Leadership background
• Deliver the operational strategies to meet customer contact demand
• Training and development

The Company:
Join one of Australia’s major Banks working within the Financial Crime Services division on an enterprise-wide initiative to create and deliver innovative solutions to protect colleagues and customers from financial disadvantage and at the same time keeping the bank safe. This leadership role takes ownership for the workforce planning and resourcing requirements so the teams can meet their assurance program commitments.
  
The Role:
The purpose of this role is to design and implement operational strategies in-line with customer contact demand. Ensuring our teams have the appropriate headcount for project; right person - right role; Maintaining training records and currency of certifications; and ensuring our quality frameworks are up to scratch.
  
You will work in close consultation with your peers - our Managers of Quality Assurance and Customer Due Diligence all within the Customer Profiling and Monitoring division of Financial Crime Services.  Additionally you will have leadership responsibility for a team of consultants / senior consultants.
  
Responsibilities:

• Develop, manage and mature scheduling and forecasting of customer trends and aligning of workforce to customer demand
• Design outbound call strategies to improve customer contact success rates
• Contribute to the inbound and outbound customer contact strategy
• Maintain call routing and IVR processes
• Coach, encourage and enable all team members to achieve their maximum potential through training and development programs (internal and external)
• Assist with effective career planning in line with our enterprise people leader expectations.
• Lead a small team 

About You:
The successful candidate will be a proven people leader, with well-developed resource planning most likely gained in an operations environment. Some understanding or interest in Financial Crime - AML/CTF/KYC; and possess a quality mindset; continuous improvement & process efficiency drive.
 
Strong communication and management skills, coupled with initiative and integrity, able to execute under pressure to deliver clearly documented results. A capability in continuous improvement (Lean / Six Sigma) and risk management is also a plus.

Experience:

• Proven people leader
• 5+ years’ experience in leading operational teams within a contact center environment
• Proven track record of designing, implementing and improving customer contact plans
• Have managed multiple priorities and tasks with ability to adapt to changes in a fast-paced environment;
• Strong project experience across multiple business units and complex environments (e.g. structure, processes, infrastructure);
• Excellent stakeholder management and communication skills

If you can demonstrate the relevant experience and are excited by the challenges of a leadership role within our newly created Financial Crime Services team then please indicate you interest by applying via the attached link.