Job TitleTeam Leader, Regional Call Centre

Job Description

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.

About the role

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 and demonstrates and champions leadership, open mindedness, commitment and flexibility to find better ways of working, through strategy, structure and approach.

The Team Leader, Regional Call Centre supports the AU and NZ Country Banking, Rabobank Online Savings and Advisor Services/Key Account Services strategies. In addition, it leads and motivates a team of Call Centre staff for high performance ensuring the services provided are carried out in an accurate, timely and efficient manner, whilst maintaining high standards and contributing to a high level of client satisfaction.

Key responsibilities and accountabilities:

Day-to-day leadership of a call centre team ensuring alignment with the Regional Call Centre Strategy and adherence to guidelines, policies and procedures, whilst delivering a high level of service to clientsCollaborate and build strong relationships with all departments across the bankBuild, develop and maintain high performing individuals with a strong emphasis on excellent customer focus, strong collaboration and a team who are flexible and ready to assist other teams or business groups with workload where/when requiredAssist in the implementation of new products and technologyWork alongside the QA and Training Specialist, to identify training needs and continuous staff coaching in team to improve individual needs, establish and maintain documented coaching and development programsEstablish and agree KPIs with the Regional Call Centre Manager and ensure that the KPIs are tracked, monitored and exceeded where possibleUse client feedback to drive continuous improvement for increased customer satisfaction, drive efficiencies and minimise riskLead and encourage continuous improvement, ensuring improvements address client feedbackAct as the key point of contact for feedback and escalations, for clients and stakeholders

To be successful in this role you will need to possess:

Previous Team Leader experience, gained from working within a similar banking/financial services environmentA strong understanding of a Call Centre environment systems/technology and ideally, relevant regulatory requirements of Australia and New Zealand and no Advice/General Financial Advice ObligationsExceptional communication, interpersonal and influencing skillsHave a strong ability to recruit, train, coach, manage and mentor a teamStrong capability of problem solving, complaint handling and identification of compliance and risk issues You thrive in a fast paced environment, where continuous improvement, prioritising tasks and meeting deadlines is critical

This role will close Wednesday 29 January 2025

If you are interested in Growing a better world together please follow the link and apply online or visit www.rabobank.co.nz./careers.

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.