Customer Service Representative, New Zealand

Customer Service Representative Jobs in New Zealand

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ASB Bank Limited

Major Incident Manager

  • Posted 5d ago
  • On Site
  • Full Time
Location

Auckland

Job Description

We deliver on our purpose by providing simple, meaningful ways to help Kiwis improve their financial wellbeing, today and tomorrow. We achieve this by doing what we do best, championing innovation and fresh thinking, so we can create new opportunities for more people to stay one step ahead.

ASB is a large organisation with team members spread across New Zealand, Aotearoa in both our Banking Branches and across our Corporate Offices and Regional Business Banking Centres. Our Service Operations ensure that all teams across ASB have the technology and Infrastructure required to do their best work every day.

About the role:

You'll be joining our Service Operations team and will play a key role to effectively coordinate high impact incidents, ensuring quick restoration of service and identifying actions to prevent or minimise the impact of reoccurrence.

To be successful in this role you'll:

  • Be an expert in coordinating and accurately communicating with stakeholders in a timely manner, throughout the incident lifecycle.
  • Facilitate post incident reviews and produce valuable Unplanned Service Interruption reports.
  • Generate and maintain metrics and reporting to show performance of the high impact incident management control.
  • Ensure our after-hours incident management service is functioning well and available 24 x 7 x 365.
  • Have a continuous improvement mindset, seeking ways to enhance existing systems and processes.
  • Be a key contact for guidance & training for our engineers to ensure their understanding and the successful maturity of our incident management controls.
  • Be a collaborative, team player that is open to assisting the other roles to support the wider team workload.


Ideally, you have the following skills and experience:

  • Excellent written and verbal communication.
  • Strong interpersonal and team building skills. Able to work with diverse teams and help influence/drive change across functional and business boundaries.
  • Leadership and relationship management capabilities.
  • Able to work in a highly technical environment, interpreting technical language into relatable information for our wider business stakeholders.
  • Full of energy and passion, always considering what's best for our customers and unafraid to challenge the status quo.
  • Comfortable working with ambiguity.
  • Minimum of three years' experience coordinating the response and communications for high impact incidents


Why join the team at ASB?

At ASB, we are dedicated to our purpose of accelerating financial progress for all New Zealanders. It's the 'why' behind everything we do. We are committed to supporting our customers, people, and community as we continue to innovate, so more Kiwis can build the future they want.

How to apply

Submit your application today using the Application link.

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 oversees.

Hard Skills Required

  • Incident Management
  • Stakeholder Coordination
  • Technical Communication
  • Metrics & Reporting
  • Continuous Improvement

Soft Skills Required

  • Communication
  • Team Collaboration
  • Leadership
  • Adaptability
  • Problem Solving

Benefits and Perks

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

Job Schedule

  • Shift Work
  • Monday to Friday

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