Closing date: 14 AprilWe’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.It starts here. With Bendigo Bank… and you.Join our growing leadership team in our Mortgage Help Centre and drive a culture of customer care. You’ll love the good you can do here: your collections management and credit assurance experience will enable us to uplift the way we support our customers in financial difficulty.As the Team Manager Collections in our Mortgage Help Centre you’ll make an impact by:Guide, coach and lead the Collection Team and drive a continuous improvement environment whilst providing a high level of support, development and coaching to staff as required.Create a high-performance team and culture, drive a high level of attention to detail and ensure all risks or shortcomings are identified with a “No surprises” team philosophy.Be first source of advice and guidance in relation to Collections policy, procedures and processes in the capacity of subject matter expert.Effectively quality sample work in order to improve the overall quality, productivity and customer service.Review processes, identify root causes and recommend changes and controls, and deliver account reviews, silent call monitoring and process reviews.Share results of hindsight reviews, customer experience reviews and feedback reviews with team members and implement required actions.Upskill and develop your team including the provision of individual feedback, coaching/training sessions and case study meetings.Support the implementation of change initiatives and process improvements, ensuring team ownership.This is a permanent full-time position. We offer flexible work options that put our people first, and a hybrid model of 60% based out of our Melbourne, Adelaide or Bendigo corporate office.What you’ll bring to the roleTo succeed in this role, we’d love you to have:Experience in collections management, credit assurance and/or Consumer lending, with the ability to review a customer’s financial position and provide suitable solutions.Experience leading, upskilling and empowering direct reports.Manage staff performance through objective setting, monitoring results and giving feedback, conducting performance reviews and dealing with poor performers.Operational knowledge of the regulatory environment, legal processes and obligations for managing financial difficulties and the collection and recovery of secured and unsecured debts.A calm and supportive approach to both staff and customers with the ability to use discretion and empathy for customers who are vulnerable and/or experience financial difficulty.Good time management skills with the ability to prioritise and manage team workloads to meet SLAs, while being agile to pivot quickly when needed.Proactive, positive and maintains composure under pressure.So, why work for us?Want big impact that matters? Here, you’ll know your work directly benefits the customers and communities we all serve.You’ll also get access to a great range of benefits, including:Flexibility means different things for different people. Whether it’s hybrid work, flexible hours, a compressed work week, job-sharing or something different, our flexible work options are designed to put people first.Health and wellbeing support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members.Opportunities to take your learning to the next level through our corporate university ‘BEN U’ or at an external provider of your choice.We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.Still in two minds?Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!We’re making better, bigger. And we’ll get there with you.Now’s the time to set your sights even higher - on the future you and the future career you deserve.
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