Head of Customer Operations

About the role

The Head of Customer Operations at the Co-operative is a fundamental role in helping us deliver customer outcomes that serve their best interest across all of our interactions, products and processes.

You will assist in the development and implementation of the Bank’s customer strategy across the Customer Banking team. You will ensure delivery and consistency of customer outcomes and experience across all face to face and digital channels.

This includes, creating and implementing operational strategies that align with the broader customer success goals, a focus on revenue growth, cost management, efficiencies driven by self-service and automation, to identify improvements and establish policies & procedures to drive organisational consistency. 

Lastly, you will have a strong customer focus and will provide business ownership and cross functional stakeholder management that ensures Customer Banking can deliver on ongoing improvement in the way we support our customers. 

Because The Co-operative Bank is owned by our customers, everything we do, every day, is for their benefit.  

You’ll bring the following experience to the table:

• Role requires 8-10 years’ experience in banking processes and systems. 
• 5+ years’ experience in leadership, preferably including executive and Board engagement. 
• Tertiary qualified/working towards a tertiary qualification preferred. 
• Strong understanding of banking regulations, operational processes and industry trends. 
• Ability to build strong, collaborative relationships with multiple business stakeholders. 
• Strategic mindset – demonstrate ability to deliver both long term strategy and development. 

What’s in it for you? 

Not only will you be helping every day Kiwi’s achieve their goals, you’ll also get to experience the Co-operative difference. In your role with us, we can offer you:

• Development: Support to grow your career and tap into a range of areas across the Bank, guided by a supportive performance framework
• Leave: Well-being leave, supportive sick leave allowances, long service leave, increased annual leave following tenure achievements
• Wellbeing: Employee Assistance Programme, Life and Critical Illness insurance, Flu Jab reimbursement scheme, Wellbeing programme and webinars
• Banking benefits and discounted rates 

About Us

The Co-operative Bank is a different kind of bank. We’re 100% Kiwi owned and operated, and we’re here to change banking for good. 

We’ve been operating for nearly 100 years, with a focus on helping New Zealanders get ahead financially. Our customers are at the heart of everything we do and we’re committed to helping improve the world we work, live and play in. To reflect this, we’re proud to be NZ’s first bank accredited as a Certified B Corporation. To top it off, we’re also the only bank in New Zealand that shares its profits with its customers. 

Whether it’s help from one of our friendly teams, or a seamless experience with one of our digital solutions, we’ve got our customers covered. Here, no two days are the same. Our people are empowered to innovate, share ideas and let our skills take us in unexpected and exciting directions. But most importantly, we can be ourselves at work; we have fun, but still get things done. 

In return for your passion and commitment to helping customers bank better, we offer a collaborative work environment, ongoing development opportunities and the privilege to work with people who are passionate about making a difference. You’ll be amazed by our non-hierarchal organisation and the ease at which you can get things done.   

Diversity and inclusion are at the core of who we are. It’s reflected in our values, our commitment to B Corp and a key part of our strategy. We encourage candidates from all backgrounds and experiences to join us in our mission to grow together and share the gains.   

We understand that no candidate is a perfect match for every qualification listed. If you are passionate about helping people to bank better and possess some of the key skills, we encourage you to submit your application. 

Applications close 28 November 2024