Capability Partner Customer Complaints

About the Role For the Group to deliver on its purpose, values and strategic priorities, it's critical that customer focused teams are supported continually develop the knowledge, skills and behaviours required to execute on our regulatory responsibilities and customer expectations when it comes to complaints management. The Customer Complaints Capability Partner defines and executes the capability strategy for complaints management across the enterprise through building, curating, delivering and continually refining the capability initiatives that uplift risk, customer and complaints performance outcomes for general and specialist teams. Initiatives include mandatory training and onboarding, upskilling programs, customer engagement and transformational change initiatives across frontline teams and Customer Relations.

• Collaborate with the Head of Customer Relations and channel leaders to scope and prioritise the capabilities (risk, technical, customer and leadership) required in each role to deliver on the complaints management requirement
• Consult, scope, design, build and deliver training initiatives to support major and minor change releases related to complaints.
• Effectively consult with cross-functional SMEs to scope, design and build skills matrices, SOPs and conversation guides and integrate these into onboarding and upskilling programs
• Create detailed content briefs and storyboards and use these to brief the Instructional Designer, and/or build learning content including but not limited to instructor led training, facilitation guides, leader-led training, user guides, SOPs, playbooks, infographics, SupportPoint pages, e-learning
• Manage, govern and uplift role-specific training pathways for Customer Relations professionals.
• Create and deliver training programs to specialists in Customer Relations including topic specific content and soft skills.
• Analyse current performance, incident reporting and QA reporting to recommend and implement initiatives to reduce complaints management errors across the enterprise

About you As the successful candidate for this role, you will be able to demonstrate the following skills and experience:

• Extensive understanding of the Financial Services industry, in particular Retail and Business Banking products and services, including lending (Essential)
• Understanding of complaints management in the Financial Services industry including best practice approaches to raising awareness and skill in the management of complaints (Desired)
• Experience with and/or understanding of RG 271, BCOP and Australian Financial Complaints Authority (AFCA) (Strongly desired)
• Demonstrated experience in translation of core banking regulatory obligations in an operational context (Essential)
• Demonstrated understanding of training needs analysis, methodologies and moments of learning needs with the ability to choose the most effective learning/performance solutions
• Demonstrated systems thinking capabilities with the ability to distinguish training needs from other needs (process improvement, system design, communication, change management)
• Demonstrated experience in governance practices
• Strong commercial acumen

About Us BOQ Group is a truly unique group of challenger brands with a purpose - to provide a genuine alternative to Australian financial services for customers and employees. Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal - to build social capital through banking. That's creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities. BOQ Group's inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve. Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group. Our Perks • Flexible working arrangements • Discounted financial products • Salary sacrificing options • Paid parental leave with no minimum • Purchase annual leave • Discounted private health insurance plan • Employee Assistance Program (EAP) • Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility • BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index How to Apply To apply for this role at #boqgroup, follow the links or apply via our Careers Page . BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply. We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process. If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks. Please no agency applications.