Customer Engagement Manager - Lending

• Are you a leader with strong home lending experience?
• Do you know what it takes to motivate a service and sales team?
• Provide guidance, support and coaching to develop the capability in your team

This is us. Where you matter.
At Kiwibank, we're not just a bank, we're a community. Our contact centre is the hub of customer interaction, where we strive to deliver outstanding service every day. As a leader, you’ll play a crucial role in ensuring our customers feel valued and supported helping us achieve our goal to be Customers 1st Choice.

This is us. Where making an impact matters.
Are you ready to lead a dynamic team in our vibrant contact centre? Reporting into the Head of Customer Engagement, we’re looking for leaders that will drive performance, foster a positive culture, and ensure our customers are always at the heart of everything we do.

Our contact centre is open 24/7, the roster you will work will be one of the below:

• 8.00 am to 4.30 pm Tuesday to Saturday
• 8.00 am to 4.30 pm Sunday to Thursday
• 11.30 am to 8.00 pm Monday to Friday

What you’ll do:

• Coach and Mentor: Inspire and motivate your team to always prioritise customer outcomes. Provide regular feedback and coaching to ensure high performance.
• Performance Delivery: Analyse performance metrics, identify areas for improvement, and implement initiatives to enhance efficiency and effectiveness.
• Customer Issue Resolution: Serve as the point of escalation for complex customer issues, ensuring resolution and a positive outcome.
• Commercial acumen: Apply broad strategic thinking and know how to leverage data and drive action to deliver commercial outcomes.
• Support Initiatives: Contribute to the successful delivery of initiatives that support our organisational strategy.
• Recruitment and Selection: Participate in the recruitment and selection activities for your team, ensuring we bring in the best talent to serve our customers.
• Business Growth and Retention - Understand how to identify opportunities to grow your teams capability to have outcome driven conversations

This is us. Where your expertise matters.
You’ll need to be an experienced & proven leader, with expertise in Home Lending and exceptional credit skills and knowledge and with a passion for inspiring your team to reach their full potential.

• Lead Remote Teams: You have experience leading remote teams and a toolkit of successful connection activities.
• Navigate Regulatory Environments: Utilise your in-depth understanding of regulatory environments and risk and compliance needs.
• Qualifications: Introduction to Financial Services Level 5 equivalency.
• Drive Sales and Service: Understand sales and service environments and coach for positive outcomes.
• Develop High-Performing Teams: Lead by example in developing and leading high-performing teams.
• Coach for Performance: Can demonstrate how you have empowered customer-centric, high-performing teams through effective coaching.
• Effective Communication: Communicate effectively with a customer-centric approach, both verbally and in writing.

Apply Now – Applications close on 23 January 2025. We will be reviewing resumes throughout the advertising period and may withdraw the ad at any time. For more detailed information on the role, please see the attached Position Description: PD Customer Engagement Manager

This is us. Where you and your whānau matter.
For an idea about what life is like at Kiwibank and some of the benefits we offer make sure to visit our website and check out the attached video.