Programme Design and Delivery Manager – Retail Banking
ASB Bank Limited
Auckland City, AUK
6d ago
source : ExploreJobs

Auckland City, AucklandHere at ASB, the customer is at the heart of everything we do. Recognised as one of New Zealand's leading financial organisations, with a united and talented workforce, we are continuingly evolving against a backdrop of rapidly changing customer needs, regulations and technologies.

Due to internal movement, we have an opportunity to play a part in helping shape and transform our customer complaints management process.

The opportunity : Reporting to our Customer Insights Design Lead, you will be responsible for the re-design and delivery of ASB's enterprise feedback management system focussing on customer complaints.

  • You will not be managing complaints but instead you will be engineering the future state of complaints management. The programme will encompass not only ASB systems, tools, and processes;
  • it will involve the review and design of training materials, reporting, and analytical support.You will work closely with business stakeholders from across the business including senior leadership, so will be adept at creating a story, and communicating that confidently and clearly.

    To be successful in this role : Along with your previous experience in project and organisational delivery, we are looking for the following skills and expertise : Sound analytical skills with the ability to draw insights, identify trends and see the bigger pictureExceptional communication and interpersonal skills with confidence and credibility, to influence and engage effectively with stakeholders across the businessData visualisation skills, for professional presentation and reporting, and to communicate complex information to various audiencesAn understanding of relevant retail or financial complaints systems, processes or methodologies would be beneficial.

    Working for ASB : In return, you will work for an organisation that places huge importance and focus on its people, where the sky is the limit for your development, and where you are empowered to challenge the status quo.

    ASB is a values driven organisation, were we embrace diversity and inclusion. We offer a flexible and supportive work environment, a competitive salary package, plus opportunity for recognition and the celebration of success.

    For further role information, please review the attached position description or contact Joanne Turley, Talent Acquisition, on joanne.

    turley asb.co.nz . If this opportunity appeals and you would like to be part of ASB's unique culture, then apply now using the link below.

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