SENIOR MANAGER CUSTOMER ADVOCACY – Westpac

JOB DESCRIPTION & SKILLS/QUALIFICATIONS REQUIRED
How will I help?

You will be responsible for the overall customer experience cycle in regards to the full complaints lifecycle. You will do this through the Management & Oversight of Westpac Fiji’s Complaints Infrastructure, Processes and Systems, Tracking, analysis and reporting of complaints both internally & externally, maintaining oversight of all complaint resolutions & communications. You will also be responsible for the articulation of recommendations to Executive Leadership (FLT) outlining process improvements & initiatives that drive customer engagement and advocacy and the development, operationalization and delivery of complaints procedures and customer advocacy training to the business.

What do I need?

You must demonstrate at least 3 years’ experience of working with customers and have expertise in the analysis, reporting and translation of data. Familiarity with branch and back-office processes is also a requirement along with a fair understanding of regulatory, financial and operational risk to drive the effective resolution of customer complaints within these parameters.

Capabilities that you would need centres around analytics, communication, relationship building, negotiation and professional credibility. The ability to vary perspective and multi-hat would also be very beneficial.

What’s in it for me?

In a word, lots! As well as job flexibility and competitive pay, joining the Westpac family means you’ll get some great banking benefits and you’ll receive development opportunities so your career can grow as you do. We also encourage our people to get involved in volunteer/community work.

What’s it like to work there?

You’ll play an important and significant part in the future of a business that has been around for more than 120 years. Helping our communities, customers and people succeed. So we’ll back you in the development of your career, with internal career prospects and flexible working arrangements. You’ll also be backed by a fantastic team of people in a can-do, supportive structure.