AVP-Disputes

Role & responsibilities

• Lead teams to oversee and deliver daily workload ensuring transactions are completed in accordance with customer service level agreements and external timeframes.
• Key point of contact for escalation, support/direction, service/performance analysis, problem resolution, appraisal, coaching, mentoring, provision of information, support and facilitation of ideas.
• Work with teams to oversee and ensure all client instructions are processed in accordance with their wishes and that exceptions are escalated in accordance with established policies and procedures.
• Lead team and liaise with partners and team, and HO/Manager when required, to resolve and rectify service delivery issues.
• Ensure team is correctly resourced through utilization of capacity management frameworks.
• Demonstrate professional and ethical behaviour in all actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures.

Preferred candidate profile

• 10+ years of overall experience in Banking Operations in which 5+ years of experience in managing Disputes preferably in Australian market.
• 2+ years of experience in handling voice process in customer facing role.
• People leadership and coaching experience, preferably in an operations environment.
• Workforce Management Skills.
• Open to work in a 24x7 environment.
• Experience in handling voice process in customer facing role.
• Experience in handling customer escalations (both voice & non-voice).
• Experience in working though problems to provide a positive outcome.
• Strong experience of when problems need escalation to ensure timely and correct outcomes.
• Solid judgment, reasoning and decision-making abilities.
• Ability to manage a team and work together in a high pressure and fast paced environment.