Quality Assurance Manager
vor 1 Monat
Rabobank is the world's leading specialist in food & agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture & are committed to adding long-term value for clients. Our commitment to our employees & clients is at the heart of everything we do.
At Rabobank our culture is unique, because every day our people work knowing that we are all playing our part in supporting our farmers to feed the world. Our culture is focused on growing each other. We strive to create an open, balanced & flexible workplace where people feel that they belong, can be open & honest & are supported.
The role Join Rabobank's dynamic team in the newly established Customer Resolutions function within the COO Domain where you will be able to make a difference in elevating the function. This Sydney-based centralised complaints function is dedicated to resolving complex customer complaints & disputes as part of Rabobank's obligations under the Banking Code of Practice & ASIC'S Complaints Handling Guide.
As Quality Assurance Manager, you will be responsible for overseeing & managing the complaints quality assurance process for Rabobank Australia, ensuring that all customer complaints are handled efficiently, effectively, & in line with Regulatory requirements. As part of your role, you will develop & implement a quality assurance Framework & Tool to record, identify & address recurring complaints, analysing complaint data to identify trends & areas for improvement.
This role reports to the Head of Customer Resolutions.
Top Role Accountabilities: Work across the bank to ensure timely feedback is received on complaint management performance & quality, working with the business to uplift capability where required.Complete quality assurance reviews of complaints resolved ensuring they were raised, acknowledged & investigated, as well as resolved effectively in line with Rabobank policies, procedures & regulatory requirements.Develop & implement quality control processes to identify recurring complaints & address root causes.Ensure that complaint handling processes comply with applicable regulations, industry standards, & internal policies.Prepare reports on complaint trends, resolution times, & customer satisfaction levels.Identify potential risks associated with complaints & develop strategies to mitigate them.Collaborate with cross-functional departments to address systemic issues & implement corrective actions.Support in the delivery of training programs for complaint handlers & other relevant staff members, ensuring they have the necessary skills & knowledge to handle complaints effectively and maintain data integrity of the Customer Feedback System.To be successful you will have: QA Experience in Quality Assurance of Complaints.Demonstrated background experience in a complaint handling role.Minimum of 3 years' experience in the Banking & Financial Services industry (highly desirable).Track record in working in & collaborating with cross-functional teams.Subject Matter expertise of RG271 & Code of Banking Practice.Excellent stakeholder management & influencing skills. Proven success in influencing change in a business & operations setting.Adept at dealing with difficult conversations.Sound organisational skills.Ability to work effectively under pressure.What we're proud to offer you: Rabo@Anywhere is our hybrid way of working at Rabobank & for Australia, that means we have a blend of time working between the office 2 days per week & home.
Wellbeing leave: These 2 extra leave days support greater work/life balance & is just another way we are helping our employees to lead happier, healthier, & more fulfilling lives.
Education Assistance Program: Rabobank values the development of its people & has a great Education Assistance Program to assist with professional development.
Parental Leave: that supports you and your family while giving you the freedom & flexibility to enjoy this special time (up to 14 weeks paid leave).
Bonus and Additional Leave: We realise sometimes 4 weeks Annual Leave isn't enough At Rabobank we provide an incentive for eligible employees to receive 1 extra week Annual Leave & an option to purchase another 2 weeks Annual Leave.
Extra Insurance: Rabobank recognises that employees need to protect their financial wellbeing, in the event of serious illness, injury, or even death. Rabobank provides eligible permanent employees with employer-funded Death, TPD & Income Protection Insurance.
Rabo Workplace Giving program: As part of Rabobank's global Corporate Social Responsibility, Workplace Giving aims to encourage employees to contribute to our community. Rabo Workplace Giving program matches employee donations to selected Social Partners.
Other extras: including annual equipment / wardrobe allowance; flu shots; health insurance discounts.
Rabobank is committed to diversity and inclusion and is proud to be an equal opportunity employer.
All 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.
If you'd like to discuss how we can make our opportunities more accessible to you, please let a member of the Talent Acquisition team know.
Applying in 5 steps We'd like to get to know you.
Step 1: Applying Thanks for applying We consider all the CVs and covering letters that we receive. After the closing date, you will hear from us as soon as possible.
Step 2: First interview Usually you'll be meeting with your (potential) team leader and an immediate (future) colleague. We are keen to get a sense of whether you are a good fit for the position and our team. And you probably have a lot of questions too.
Step 3: Second interview We want to speak to you a second time. In this online meeting, we will delve deeper into the details of what the job entails. Another colleague will often join the interview too.
Step 4: Offer If you are a good match for us and we're a good match for you, then you'll receive a good offer by email. Some positions require you to undergo further assessment first.
Step 5: Screening We assess whether you are trustworthy enough to work for Rabobank in a screening process.
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