Operations Consultant - Card & Merchant Disputes (9-Month Fixed Term Contract) 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 team on a 9-month fixed term basis.
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.
Day to day, this role will involve managing and resolving customer disputed transactions, inquiries, complaints, and issues with finesse, utilising Operations Excellence tools like lean, agile, and data analysis to drive process improvement.
Your key responsibilities will include: Delivering superior customer service; own the "experience" in responding to and effectively managing and resolving customer/stakeholder inquiries, complaints, and issues.
Accountable for exception management, investigations, and problem solving; demonstrating an 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-centered 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.
What do I need to be successful?
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-focused, and ability to manage deadlines Sound problem-solving and data analysis skills; aptitude for leveraging data to highlight problems/solution choices 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-centered 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.
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!
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.
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