Contact Centre Manager

Kiwibank; Auckland; Hybrid; NZD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible work arrangements

Staff banking benefits

Career development programs

Job summary

Kiwibank is seeking an experienced leader for its Contact Centre in Auckland to develop a high-performing team, deliver exceptional customer outcomes and promote ethical sales. You will report to the Head of Customer Engagement and balance customer experience with risk and commercial objectives.

The role focuses on coaching, performance management, and creating an engaging culture while driving sustainable results across customer, risk and compliance priorities.

Qualifications

• Proven experience leading and developing high-performing teams.
• Experience coaching people to deliver strong customer and commercial outcomes.
• Banking or financial services experience.
• Ability to use data and insights to drive action and results with strong performance management.
• Experience in customer-focused environments where service, sales, risk and compliance matter.
• Leadership style that is resilient, adaptable and communicates well with stakeholders.

Responsibilities

• Lead and develop your team: Coaching, feedback and support to build capability and performance.
• Drive customer and commercial outcomes: coach to identify needs and balanced outcomes.
• Lead through change: support through evolving systems and processes.
• Deliver operational excellence: use data/insights to improve performance and manage escalations.
• Manage risk and compliance: ensure outcomes meet regulatory requirements and Kiwibank standards.
• Build a high-performing culture: recruit, onboard, engage and develop your team.

Skills

Leadership

Coaching

Data analytics

Regulatory compliance

Stakeholder management

Job description

• Market-leading benefits including flexible work arrangements and staff banking benefits
• Commitment to career development with internal opportunities and leadership programmes
• Lead a high-performing team delivering customer, commercial and people outcomes
• Kō tātou tēnei. Hei kawe i ngā mahi kia tutuki | This is us. Where making an impact matters.

At Kiwibank, our Contact Centre is where thousands of customer conversations happen every day. We are looking for an experienced leader to develop a high-performing team, deliver exceptional customer outcomes, drive ethical sales performance, and foster an engaging culture. Reporting to the Head of Customer Engagement, you will create an environment where your people can thrive while balancing customer experience, risk and commercial outcomes.

In this role you will:

• Lead and develop your team: Provide coaching, feedback, and support to build capability, confidence, and performance.
• Drive customer and commercial outcomes: Coach your team to identify customer needs and deliver outcome-focused conversations while balancing customer, commercial, and risk outcomes.
• Lead through change: Support your team through evolving systems, processes, and ways of working.
• Deliver operational excellence: Use data and insights to improve performance and act as an escalation point for complex customer issues.
• Manage risk and compliance: Ensure customer outcomes meet regulatory requirements and Kiwibank standards.
• Build a high-performing culture: Support recruitment, onboarding, engagement, and development of your team.

Ko tātou tēnei. Kia hāpai i ō pūkenga | This is us. Where your expertise matters

• Proven experience leading and developing high-performing teams.
• Experience coaching people to deliver strong customer and commercial outcomes.
• Banking or financial services experience.
• Ability to use data and insights to drive action and results utilising strong performance management.
• Experience working in customer-focused environments where service, sales, risk and strong compliance management all matter.
• A resilient and adaptable leadership style with strong communication and stakeholder management skills.

You do not need to tick every box to be considered. Above all, we are looking for a leader who embodies our Kiwibank Purpose and values, puts customers at the centre of what they do and is passionate about developing people and delivering results.

The hours are Tuesday to Friday (09.00 – 17.30) and Saturday (08:30 – 17.00), minimum two days in the Fanshawe Street Auckland office.

Applications close on 14 September 2026.

Ko tātou tēnei - Hei hāpai ake i a koe | This is us. Where you matter.

Making a difference for all Kiwi starts with making a difference for our people. Flexibility, growth, and meaningful work. This is Kiwibank. A place where you can belong, thrive, and make an impact.