The Bankwest Customer Solutions and Recoveries have 4 distinct teams within the department, all of which are fully focus on helping customers rehabilitate their credit facility. The Customer Assist team provide hardship assistance to protect the customer whilst in financial difficulty. This also includes the more sensitive and vulnerable customers that require bespoke and individual solutions to meet their personal and financial needs. The Senior Manager Customer Assist is responsible for overall leadership and management of financial difficulty assessment program. The position has key influence across Credit Risk, Credit Decisions, and Customer Relations. This position will have three direct reports. Principal accountabilities will include :- • People leadership: Effectively delivering all Bankwest People Management practices. Ensuring the appropriate performance management, talent development, and succession and retention planning is undertaken, • Performance: Drive customer assistance, cost control, and productivity performance through enhancing skills, automation, structure, and support (such as MI). Strategise and plan for the future, • Compliance: Ensure that Bankwest is compliant with all legislative requirements relating to financial difficulty assistance including Code of Banking Practice, NCCP, and Privacy Act, • Partnerships: Build, maintain, and leverage strategic relationships with internal and external partners, including CBA CS&R equivalents, FOS, financial counsellor groups. Your skills and experience will include:- • Sound knowledge and/or experience in lending and hardship policy, operations and guidelines, • Excellent mentoring and coaching skills to develop capabilities of Customer Assist staff, leaders and identified high potential colleagues, • Strong ability to interpret insights from key data and reporting, • Knowledge of relevant regulatory codes and legislative parameters. E.g. NCCP and Code of Banking Practice, • Prior project management experience or similar, • University or masters level graduate in a finance, business or management related discipline. If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into higher leadership roles, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.
Accounting / Finance