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. Our products don't just serve ads or stream movies - they underpin our economy and touch people's lives.
Join our team as a Business Excellence Lead and drive meaningful change for our customers and frontline teams.
In this role, you will play a pivotal role in leading a team that improves service delivery, enhances customer experiences and makes things simple and easy for our frontline teams.
Key areas of focus for the role are: Drive effective collaboration between frontline teams and support divisions, fostering a unified approach to achieving Personal Banking's service expectations and enhancing ASB's overall performance. Ensure a strong emphasis on identifying and resolving service issues that impact frontline teams and customers, particularly within Personal Banking, to enhance customer experience and frontline engagement. Proactively identify customer and staff pain points through data analysis and feedback, driving impactful solutions which resolve root cause issues. Collaborate with senior stakeholders to navigate and resolve conflicting objectives, ensuring that solutions align with broader business strategies and deliver balanced outcomes. Define and implement shared accountability frameworks that align team and stakeholders, driving the achievement of desired business outcomes. Create and sustain comprehensive performance reporting systems that provide actionable insights, enabling data-driven decisions and continuous improvement across ASB. Nga mea kia whai angitu ahau? | What do I need to be successful? Significant experience (10+ years) within financial services in senior management or relevant experience. Strong understanding of Lean Six Sigma principles with a demonstrated track record of leveraging them to improve business performance. Green or Black Belt certification is highly advantageous. Outstanding influencing skills with the ability to collaborate with senior stakeholders to navigate conflicting objectives, ensuring that solutions align with broader business strategies and deliver measurable outcomes. Adept at navigating challenging discussions while maintaining positive relationships across a wide range of stakeholders. Demonstrated ability to expertly handle complex matters, quickly identify issues, and proactively drive effective solutions. Ability to confidently lead conversations with senior stakeholders and effectively convey complex concepts in a clear, concise manner, ensuring that all stakeholders are engaged and aligned. Strong experience leading a team of high performers with a demonstrated ability to consistently achieve outcomes, both yourself and through others. Te mahi ki ASB | Working for ASB: In return, you will work for an organisation that places huge importance and focus on its people, where the sky is the limit for development and career opportunities. ASB is committed to fostering a culture that respects your unique contributions and supports your personal and professional growth.
We offer a flexible and supportive work environment with industry leading benefits that include Choice options, Health, Life and Income protection insurance plus several leave benefits.
Me pehea te tono | How to apply? If you are passionate about improving customer experience and creating a culture of continuous improvement, please click "Apply" and make sure to attach a cover letter. We would love to hear from you!
To be considered, all applications need to be via our on-line career channels and will be treated with confidentiality. Job details Reference # MC157839
Posted on 02 Sep 2024
Location(s) North Wharf
Expertise Customer Experience, Distribution Operations, Leadership, Retail Banking, Simplification
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