Operations Consultant - Withdrawals, Auckland
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ASB Bank Limited

Operations Consultant - Withdrawals

  • Posted Today
  • On Site
  • Fixed Term Contract
Location

Auckland

Job Description

Kia ora, Talofa lava, Kia Orana, Malo e lelei, Fakalofa lahi atu, Bula Vinaka and Namaste!

At ASB, we're all about doing what we can to help our customers get "One Step Ahead" by giving them the tools they need to manage their lives and plans for their families and future.

We're seeking an Operations Consultant to join our dynamic Withdrawals team on a 12-month fixed term. In this role, you'll play a pivotal part in ensuring operational excellence while delivering top-notch customer service. You'll be responsible for maintaining a delicate balance between service, business, policy and risk considerations, showcasing your sound judgement and decision-making skills.

If you've always wanted to apply your skills to a large-scale Kiwi success story, then today is your lucky day - apply now to be our next banking operations superstar!

Mo te tūranga | About the role:

Day to day, this role will involve providing accurate and timely Withdrawals from Investment products for our customers. The team look after KiwiSaver 65+ withdrawals, First Home Buyers withdrawals, and Investment Fund Withdrawals and Closures.

In addition to Eligible Withdrawals the team also assess Discretionary Withdrawals accurately with Care and Empathy. They are Significant Hardship, Permanent Emigration, Serious Illness and Relationship Property Agreements. ​​​​​​

Your key responsibilities will include:

  • Delivering superior customer service; own the "experience" in responding to and effectively managing and resolving customer / stakeholder enquires, complaints and issues.
  • Accountable for exception management, investigations and problem solving; demonstrating and end to end mindset and process knowledge.
  • Demonstrating an active interest in learning and applying various Operations Excellence tools such as lean, agile, DMAIC, human centred design and data analysis/ root cause analysis.
  • Contribute to building a proactive risk management culture within the team where all staff 'own our risks.'
  • Contribute to business planning by sharing observations/ insights of customer experience/ opportunities and pain points and suggest possible initiatives to improve.


Ngā mea kia whai angitū ahau? | What do I need to be successful?

As an Operations Consultant in our Withdrawals team, you'll need a unique blend of skills and qualities. We are looking for the following:

  • Superior and effective customer service management skills
  • Strong relationship management and communication skills
  • Proven track record as a self-starter, proactive contributor and someone who enjoys accountability and collaborates effectively
  • Strong attention to detail, quality focussed and ability to manage to deadlines
  • Sound problem solving and data analysis skills; aptitude for leveraging data to highlight problems/ solution choices
  • Strong computer literacy
  • Demonstrated customer/operations experience, preferably in banking/financial services/shared services/technology environments
  • Understanding of operations management frameworks, methodologies and practices.
  • Understanding or experience in using operations excellence tools such as lean, DMAIC, agile, human centred design.
  • Understanding of / exposure to digital technologies such as workflow, smart forms, robotics and AI and how they can be applied to solve different problems.


Te mahi ki ASB | Working for ASB

ASB is grounded in our values (caring, integrity, passion, courage and united). They guide our day-to-day interactions with our team, customers and community. They are what makes ASB - ASB.

We offer a flexible and supportive work environment as well as an open and inclusive culture; a place where we welcome and value your individuality, ideas and goals.

If you are passionate about delivering exceptional customer service and thrive in a collaborative environment, we invite you to apply now to be considered for this exciting opportunity!

Me pēhea te tono | How to apply?

For more information on responsibilities and requirements see the attached position description, please note that all applications must be received via our careers site online.

If this role sounds like it might be the one for you then please click "apply"… we'd love to hear from you!

Successful candidates will be required to undertake several pre-employment checks which will include but are not limited to; Police Check, Credit Check, AML Compliance, Verification of your qualifications and may include checks both here in New Zealand and overseas.

Hard Skills Required

  • Customer Service Management
  • Operations Management
  • Problem Solving
  • Data Analysis
  • Computer Literacy

Soft Skills Required

  • Attention to Detail
  • Communication
  • Relationship Building
  • Proactive Collaboration
  • Empathy

Benefits and Perks

  • 🤱
    Extended Parental Leave
  • 🏘
    Work from Home
  • 🧕
    Inclusive Workspace
  • ⚖
    Work-Life Balance Support
  • 💸
    Payroll Giving
  • 💼
    Life Insurance
  • 🧠
    Mental Health Workshops
  • 🌿
    Wellness Program
  • 📈
    Professional Development
  • 🏎
    Competitive Salary
  • 🎉
    Employee Discounts and Rewards
  • 🎖
    Long Service Rewards
  • 🏆
    Performance Bonus
  • ⏰
    Flexible Work
  • 🍇
    Fruit Box
  • ☕
    Work Café
  • Wellbeing Support
  • Bereavement Leave
  • Sick Leave

Job Schedule

  • Shift Work

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