Key Responsibilities and Accountabilities:
People Leadership

• Proven ability to inspire, lead, develop, manage and motivate a team of professionals to achieve departmental objectives
• Proven ability to look beyond their area of expertise or responsibility in order to add value across the organisation and not just their own department
• Lead by example through own positive and constructive behaviour
• Addresses and shows respect for differences in working style and background’s to enhance team results
• Foster an inclusive environment where diversity of thought is encouraged.
• Lead, develop, manage and motivate team members to achieve individual, team and division KPI’s and objectives
• Provides one on one coaching with team members and regularly monitor progress of personal development goals and objectives
• Oversee day to day operations of their team within the Operations division

Customer Service:

• Promote high levels of customer service by monitoring customer feedback & NPS scores (where applicable) and providing feedback to team members in a timely manner
• Encourage team members to take ownership of tasks however when escalation is necessary resolve any issues with tact to seek a mutually agreeable outcome of the customer and bank
• Meet or Exceed stake holder SLA’s whenever possible
• Proven stakeholder management skills

Risk Management:

• Promotion of Risk Awareness within COO NZ Operations
• Ensure that operational risks, audit points and compliance requirements that arise are adequately identified, assessed and mitigated
• Ensure all Compliance and Op Risk requirements are met
• Adherence with local regulatory requirements and local policies and ensure staff are familiar with all regulations and policies
• Assist with the development and management of a compliance sign-off process
• Assist in the development of compliance initiatives and programs to comply with the respective legal, licensing, and regulatory obligations
• Provide assistance in preparing for impending regulatory changes or revisions to licensing structure
• Handle the management and execution of second line monitoring and assessment program

Operational Excellence and innovation:

• Reduce inefficiencies and rework by increasing knowledge through coaching.
• Challenge the norm through continual reassessment of processes, create a culture of continuous improvement
• Use Active Operations Management to effectively plan resources and tasks
• Actively seek out innovative ideas that can be applied to the COO NZ Operations area
• Continued focus on Operational Excellence training

Business Knowledge

• Strong understanding of payment/settlement processes
• Good understanding and knowledge of banking and finance IT systems, Governance structures and business processes
• Sound understanding of Risk Management Frameworks, techniques, practices etc
• Understanding of regulatory/compliance issues in New Zealand
• Managing Internet Banking processes: set up and maintenance
• Manage customer and branch enquiries
• Preparation of various internal and external reporting within required deadlines
• Maintain up to date knowledge of latest regulatory requirements (Know Your Customers, AML, FATCA, DD etc)
• Manage day to day processing within Payments & Processing, loans, cards, account establishment, daily transactional requests, client static data maintenance and set up, roll-overs, maturities, closures, internet banking set up and maintenance

Conduct
Uphold the Rabobank Values, behaviour, Code of Conduct and Treating Clients Fairly principles to deliver fair and transparent outcomes for our clients and community through our daily behaviours, practices, processes and controls.
Qualifications:
Essential:

• Minimum 2 Years of management or supervisory/team leader role.
• Qualifications or banking/payments related accreditation (AFMA)

Desirable: (Optional)

• Tertiary qualifications in a related field
• Management reporting experience Experience:
• Demonstrated experience in leadership of a small to medium team.
• Must possess an eye for detail
• Clear written and verbal communication skills
• Willingness and ability to learn and grow
• Ability to develop a good working relationship with service providers and Rabobank staff
• Ability to meet and achieve strict timelines
• Illustrates initiative and proactive behaviours & is self-motivated.
• Experience with back office processes.
• Proficient in the use of Microsoft suite of products (Outlook, Word, Excel, Teams)
• Experience with aspects of online banking service delivery including online account opening forms, internet banking applications and back office processes

Knowledge:

• Knowledge of AML compliance and regulatory framework.
• Detailed knowledge of relevant legislation – FATCA, AML, banking
• Strong knowledge of various payments systems
• Sound knowledge of financial market instruments and products
• Practical knowledge of regulatory and governing bodies relating to payments

Skills:

• Excellent analytical skills
• Strong networking skills
• Leadership skills
• Ability to build and maintain a cohesive team
• Strong verbal and written communication skills
• Problem solving