Operations Consultant - Withdrawals (12-Month Fixed Term)

ASB Bank; Auckland; On-site; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Flexible leave

Customisable benefits

Job summary

ASB Bank is seeking an Operations Consultant for Withdrawals on a 12-month fixed term to support KiwiSaver and investment withdrawal requests. You will process applications accurately, balancing customer needs with policy and risk considerations, while delivering an empathetic service during significant life events.

You will work in a collaborative Withdrawals team, handling KiwiSaver 65+ withdrawals, First Home Buyer withdrawals, investment fund withdrawals, and discretionary withdrawals.

Qualifications

• Superior customer service skills and a genuine passion for creating positive customer experiences.
• Strong communication and relationship management skills.
• A proactive, self-starting approach with a high level of accountability.
• Excellent attention to detail and the ability to manage competing priorities and deadlines.
• Strong problem-solving skills and an analytical mindset.
• Track record of identifying opportunities for continuous improvement and challenging the status quo.

Responsibilities

• Deliver accurate and timely withdrawals from investment products for customers.
• Take ownership of customer and stakeholder enquiries through to resolution.
• Balance customer experience with policy and risk considerations in investigations and end-to-end processes.
• Develop and maintain strong relationships with internal stakeholders and customers.
• Support a proactive risk management culture with ownership of risk by the team.
• Contribute ideas to improve customer experiences and operational efficiency.

Skills

Customer service

Communication

Detail-oriented

Problem solving

Continuous improvement

Lean/Agile/DMAIC

Self-starter

Tools

CRM software

Data analysis tools

Job description

Operations Consultant - Withdrawals (12-Month Fixed Term)

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 plan for their families and future. As one of New Zealand’s leading wealth providers, we’re committed to delivering exceptional experiences for our customers at some of life’s most important moments.

We’re looking for an Operations Consultant to join our Withdrawals team on a 12-month fixed-term basis. This is a rewarding role where you’ll support customers through a range of KiwiSaver and investment withdrawal requests, ensuring each application is processed accurately, efficiently and with care. From first home withdrawals to significant hardship applications, you’ll balance customer needs with policy, business and risk considerations while delivering outstanding service.

If you’re passionate about delivering great outcomes, enjoy problem-solving and thrive in an environment where no two days are the same, we’d love to hear from you.

Mō te tūranga | About the role

As part of the Withdrawals team, you’ll be responsible for providing accurate and timely withdrawals from investment products for our customers. The team supports:

• KiwiSaver 65+ withdrawals
• First Home Buyer withdrawals
• Investment Fund withdrawals and closures
• Discretionary withdrawals including Significant Hardship, Permanent Emigration, Serious Illness and Relationship Property Agreements

You’ll play an important role in delivering high-quality operational outcomes while ensuring customers receive responsive and empathetic service during significant life events.

Your key responsibilities will include:

• Delivering exceptional customer service and taking ownership of customer and stakeholder enquiries through to resolution.
• Managing exceptions, investigations and problem-solving activities with an end-to-end process mindset.
• Assessing withdrawal applications accurately while balancing customer experience, policy requirements and risk considerations.
• Building and maintaining strong relationships with internal stakeholders and customers.
• Supporting a proactive risk management culture where everyone takes ownership of risk.
• Contributing ideas and insights to improve customer experiences, operational efficiency and team performance.
• Developing your knowledge of Operations Excellence practices including Lean, Agile, DMAIC, human-centred design and data-driven problem solving.
• Supporting team capability through ongoing learning, cross-skilling and continuous improvement activities.

Ngā mea kia whai angitū ahau? | What do I need to be successful?

We’re looking for someone who enjoys helping customers, takes pride in delivering quality outcomes and brings a growth mindset to everything they do.

You’ll ideally bring:

• Superior customer service skills and a genuine passion for creating positive customer experiences.
• Strong communication and relationship management skills.
• A proactive, self-starting approach with a high level of accountability.
• Excellent attention to detail and the ability to manage competing priorities and deadlines.
• Strong problem-solving skills and an analytical mindset.
• A track record of identifying opportunities for continuous improvement and challenging the status quo.
• Strong computer literacy and confidence learning new systems and processes.
• Experience in customer service, operations, banking, financial services, shared services or technology environments.
• Exposure to continuous improvement methodologies such as Lean, Agile or DMAIC.

He aha tā mātou | What can we offer

Get the work-life equation right. We know life is full of priorities, from soccer practice to side hobbies. We’re here to help you find balance, with a flexible and supportive working environment.

What’s important to you is important to us. We support your wellbeing in meaningful ways, including comprehensive health insurance, wellness initiatives, parental and flexible leave, and customisable benefits to suit your lifestyle.

Bring your whole self to work every day. Whether you’re into scrap booking, spontaneous karaoke sessions, or just hanging out with the family, ASB is working hard to create a culture where everyone feels safe, included and part of our shared purpose of helping Kiwi get one step ahead.

The whole “one step ahead” thing applies to you, too. With mentorship, flexible learning pathways, and opportunities to deepen your expertise, ASB is a place where you can take on exciting challenges and step forward to reach your goals, both in and out of office.

To serve a diverse community, we need a diverse organisation. We encourage applicants from allbackgrounds who bring unique perspectives and thinking styles that add to the culture andperformance of our team.