Regional Call Centre Leader - Elevate Customer Service

Rabobank; Wellington; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Annual leave + extra week

Parental leave (26 weeks)

Wellbeing benefits

Professional development

Job summary

Rabobank New Zealand is seeking a people-focused leader to head a Regional Call Centre team and drive exceptional customer outcomes across ANZ markets. You will coach, develop and motivate staff while ensuring service standards, compliance and performance targets are achieved and exceeded.

You will partner with cross‑bank stakeholders to implement improvements, lead KPI-driven performance management, and support new product implementations with a focus on customer experience and risk mitigation.

Qualifications

• Experience leading a regional call centre in banking or finance.
• Strong knowledge of call centre operations and technologies.
• Understanding ANZ banking regulations and customer service obligations.
• Excellent communication and stakeholder relationship skills.
• Proven ability to recruit, develop and motivate teams.
• Strong problem-solving and handling escalations.

Responsibilities

• Inspire, coach, and support a high-performing Regional Call Centre team.
• Deliver exceptional customer service through strong operational leadership.
• Collaborate with stakeholders across the bank to achieve shared objectives.
• Build a culture of teamwork, accountability, flexibility, and continuous improvement.
• Partner with QA & Training Specialist to identify development opportunities.
• Lead performance management, KPI setting, monitoring and reporting.
• Drive customer-focused improvements using feedback and insights.
• Support implementation of new products, services, and technologies.
• Manage escalated customer enquiries and stakeholder issues with professionalism.
• Identify and mitigate operational, compliance, and risk-related concerns.

Skills

Leadership

Coaching

Call centre ops

Stakeholder management

Regulatory knowledge

Communication

Problem solving

Change agility

Tools

Call centre systems

Job description

Rabobank New Zealand is seeking a people-focused leader to head a Regional Call Centre team and drive exceptional customer outcomes across ANZ markets. You will coach, develop and motivate staff while ensuring service standards, compliance and performance targets are achieved and exceeded.

You will partner with cross‑bank stakeholders to implement improvements, lead KPI-driven performance management, and support new product implementations with a focus on customer experience and risk mitigation.