Position Description: PD_Manager, Specialist Care Team_Sept24.docx Your new role with Bendigo Bank is just a few clicks away. About the role As our Manager, Specialist Care Team, you will report to the Head of Consumer Resolution and bring your seasoned leadership skills along with industry experience to our fabulous team, helping shape the future of customer resolution within Bendigo Bank. You will provide leadership to the specialist team to guide and support vulnerable customers. You will work closely with the Customer Advocate and the Head of Customer Resolutions to embed the new strategic vulnerable customer framework. Furthermore, you will drive the operational delivery of customer requests to ensure a high level of quality and consistency across the team, through clear measures and performance indicators of effectiveness and to ensure regulatory requirements are being met. You will play a key role in redesigning system capture, procedures, and quality assurance to optimize how we support vulnerable customers through the specialist team. As this role is a key point of insight into our customer experience for our vulnerable customers, you will support the Head of Customer Resolutions and the Customer Advocate by contributing key insights, emerging trends, and themes on vulnerable customers that can be included in management and board reporting. This will be achieved through fostering a culture of continuous improvement to drive positive customer experiences. About you As our new Manager, Specialist Care Team, you will bring the following skills: Previous experience in executing key strategic initiatives Strong senior leadership capability with proven experience in running a customer-facing team Strong customer-facing experience within the financial industry, ideally gained within a credit/banking organization Demonstrated ability to manage own resilience and work within tight frames Always willing to learn, think outside the square, and open to new ideas Experience in change management and transformation of teams Advanced understanding of Australian financial services regulations, including extensive knowledge of BCoP, ABA guidelines, RG271, consumer protection laws relating to financial products and services, AFCA approaches, and other relevant industry codes of practice The ability to identify and assist customers who need additional assistance Excellent written and verbal communication skills, including the ability to explain complex financial and legal concepts in plain English We offer flexible work options that put our people first and a hybrid model of minimum 2 days in a local Head Office per week. This role is a full-time, permanent position based at our Adelaide, Docklands, Bendigo, Brisbane, or Ipswich head office locations. With over 7,000 employees, we are Australia’s fifth largest retail bank with a vision and purpose – ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands, and this isn’t something we take lightly, which means Bendigo Bank is the bank you can be proud to work at! Our perks and benefits: Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We have partnered with Sonder as our EAP provider, offering 24/7 self-help or live chat with professionals to assist with various life challenges. So, what are you waiting for? Come and join the better big bank! Please note: Shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now! #J-18808-Ljbffr