Client Care Manager - Brisbane, Australia - Macquarie Group
Description
The Client Care team within the People, Culture and Client Experience division, specialises in client experience for a range of client types, primarily managing escalations and complaints. Our scalable business model is designed to provide the highest level of service for products such as Cash Management Accounts, Term Deposits, Managed Investments, Superannuation, Home Loans, Credit Cards, Business Banking, Asset Finance and more.
Contributing to the success of building trusted relationships with our clients, whether it be direct, third party, adviser groups or internal clients, your goal is to provide solutions within agreed service levels. Reporting to the Head of Client Care, the Client Care Manager will oversee a team of Client Care Specialists to ensure complaints and escalations are managed in a timely manner and in accordance with regulatory guidelines. Working in a highly regulated environment, you will be responsible for efficiently, effectively and fairly resolving high profile complaints including Customer Advocate complaints, complaints directed to CEO and senior executives and escalated complaints. You will also use data driven insights to identify and deliver coaching, training and development to your direct reports within the team. You will manage a highly motivated and talented team of Client Care Specialists to deliver on our strategic initiatives.
To be successful you will need to demonstrate experience in leading a team, in a client facing environment within the banking/finance industry. You will bring a proven track record of leading and engaging a high-performing team, across multiple geographic locations, and will be confident delivering solutions using data driven decisions to improve client and/or employee experience. You will have excellent organisation skills and an ability to multi-task and manage changing priorities and a natural flair for communication (written and verbal). Tertiary qualifications in a business related discipline, Post-Graduate qualification, CFA and/or RG146 would be highly regarded.
About Banking and Financial Services
Banking and Financial Services is Macquarie's retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients.
Our commitment to Diversity, Equity and Inclusion
The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of 'empowering people to innovate and invest for a better future' is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.
We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.