Job Description 12 Month Fixed Term Contract
If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.
For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.
Help people create their tomorrow, while you create yours
We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.
If we do our job well, we genuinely add to the prosperity of our country and its people.
How you'll make an impact
This role within the Business Risk & Financial Crime team is responsible for ensuring that banking processes, services, and customer interactions meet established quality standards. It plays a crucial role in identifying and addressing any issues or discrepancies through quality checking to ensure compliance, accuracy, and efficiency. By monitoring, analysing, and evaluating various aspects of the bank's activities, the focus of this role is to help improve the overall quality of banking services, mitigate risks, and maintain regulatory compliance. The role contributes to enhancing customer satisfaction, minimizing errors, and promoting a culture of continuous improvement within the Bank.
You'll make an impact by:
Preparation of weekly and monthly reports on team and agent/team trendsFacilitating training sessions with relevant business areasPerform quality checks on various Bank tribes to ensure accuracy, compliance, and adherence to policies and procedures; that deficiencies identified are remediated and closed out in a timely manner; conduct root cause analysis and provide insights.Support our bank staff in respective contact centres including loan servicing and collection teams specifically new starters and those identified as not meeting quality standards by providing training and coaching on quality standards.Perform quality assurance over agreed interactions as well as administration processes to assess the quality of service provided and areas of opportunity.In consultation with the relevant team managers and subject matter experts, review quality checking procedures and Quality Checklists so they remain fit for purposeCollaborate with cross-functional teams including risk, operations, contact centre to identify areas of improvement, including assisting team leader in closing out QA related incidents. What you will bring to the team Advanced Excel skills mandatoryExperience in a Customer Service Lead and/or Lending Operations team mandatoryPrevious experience as a contact centre SME or trainer is advantageousPrior reporting and training experience mandatoryPrevious experience in quality assurance or a similar role within the banking industry is essential.Intermediate PowerPoint skillsKnowledge of banking operations, products, and regulatory requirements.Excellent analytical skills with the ability to identify patterns, trends, and areas for improvement.High attention to detail and strong problem-solving abilities.Excellent communication skills, both verbal and written, with the ability to interact with diverse stakeholders.Ability to work independently and in a team environment, managing multiple tasks and priorities effectively. You'll thrive here if...
If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.
Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.
If you're someone that can hold their own, you'll find AMP quite liberating.
Why we think you'll love working at AMP
Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.
We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.
In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.
Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.
We believe in the power of inclusion and diversity
We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.
We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.
We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.
Ready to create your tomorrow?
If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.
Don't procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.
Looking forward to meeting you.
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