Customer Experience - Service Owner

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

Join Program Thomas!

AMP Bank will launch a new division in Q1 2025 that will target small businesses, sole traders and consumers. The new division will offer transaction and savings accounts designed to provide tailored functionality and features to help small business owners and everyday consumers manage their finances 'on-the-go' from their mobile phones. This is an exciting new initiative for AMP Bank that will position us to support Australia's growing number of small businesses with their banking needs and further deliver on our purpose, helping people to create their tomorrow.

How you'll make an impact

AMP Bank is a growing retail bank, with a focus on providing retail deposit and savings accounts, residential mortgage products and services, as well as other consumer value add services that support and complement AMP's businesses. The Bank distributes direct to retail customers and through brokers and advisers.

In this role, you will be helping us to build and run this exciting new division whilst playing a critical role in uplifting Customer culture mindset and behaviours across the division. You will work with multi-skilled teams to design best in class customer service journeys, deliver a brand-new banking technology platform to support these journeys and be the primary driver to ensure we deliver an exceptional Customer Experience from day 1. You will then be responsible to build and run the teams using a continuous improvement mindset and focus.

You'll make an impact by:

• Customer Service Platform Ownership (Build the Bank): Adopts a product manager role to define the configuration and localisation needs for customer service, complaints and vulnerable customer features, including being hands-on within technical design and acceptance activity.
  
• Customer Service Platform Ownership (Run the Bank): End-to-end ownership of the customer service platform and supports the continuous evolution of the customer service offering. This includes identifying opportunities to improve the experience, define the solution, deliver it to our customers, and measure the effect after launch
  
• Team Leadership: Leads and supervises team leads, team members and quality assurance specialists within the customer service business unit, fostering a mantra of "doing", collaboration, continuous improvement and customer centricity.
  
• Coaching and Mentorship: Provides coaching, mentorship, and professional development opportunities to enhance team members' skills and knowledge.
  
• Data Analysis: Utilises data analytics to track performance metrics (e.g. customer feedback, customer satisfaction, and error rates etc.) to inform decision making. This includes accountability for day to day thematic review and decision making to evaluate team performance and identify areas for improvement.
  
• Relationship Management: Builds strong relationships and works closely with various customer service teams, engineers, design, marketing, legal and compliance to get our services to market. This includes acting as the primary point of contact for customer service-related inquiries and escalations, resolving issues promptly and professionally.

What you will bring to the team

• Extensive experience working in customer service preferably in a banking and/or financial services environment
  
• Strong understanding and experience of Customer Experience mindset and customer culture evolution
  
• Ability to contribute to the development of business plans and present in senior leadership environments
  
• Proven experience in the successful management and implementation of regulatory changes
  
• Proven ability to adapt to, and lead people through change
  
• Ability to deliver results through others via effective leadership and coaching
  
• Experience in identifying, assessing and addressing operational risk
  
• Understanding of the regulatory and compliance regime for Banking and Financial Services
  
• Excellent relationship development and stakeholder management skills that deliver customer centric outcomes

You'll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.

If you're someone that can hold their own, you'll find AMP quite liberating.

Why we think you'll love working at AMP

Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.

We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.

Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

We believe in the power of inclusion and diversity

We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don't procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.