Regional Call Centre Team Leader — Inspire Great Service

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

Benefits offered by this job

Annual variable remuneration incentive

Wellbeing leave and vaccines

Extended leave options

Professional development

Parental leave (26 weeks)

Volunteer/community leave

Employee Assistance Programme

Job summary

Rabobank New Zealand is seeking an experienced Team Leader, Regional Call Centre to lead and coach a high-performing team delivering exceptional service across Australia and New Zealand.

You will drive customer outcomes, monitor performance against KPIs, ensure compliance, and partner with stakeholders to implement coaching and development programmes in a fast-paced banking environment.

Qualifications

• Experience leading teams in banking, financial services or contact centres.
• Strong knowledge of call centre operations, systems and technologies.
• Understanding of ANZ banking regulations and customer service obligations.
• Exceptional communication, relationship-building and influencing skills.
• Proven ability to recruit, develop, coach and motivate teams.
• Strong problem-solving skills and experience managing customer escalations.
• Proactive approach to identifying risks and compliance issues.
• Ability to thrive in a fast-paced environment with changing priorities.
• Passion for continuous improvement and outstanding customer outcomes.

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 business objectives.
• Build a culture of teamwork, accountability, flexibility, and continuous improvement.
• Partner with QA &Training Specialist to identify development opportunities and implement coaching programmes.
• Lead performance management processes, including KPI setting, monitoring, and reporting.
• Drive customer-focused improvements using client feedback and operational insights.
• Support the implementation of new products, services, and technologies.
• Manage escalated customer enquiries and stakeholder issues with professionalism and care.
• Identify and mitigate operational, compliance, and risk-related concerns.

Skills

Leadership

Call centre operations

Customer service

Stakeholder management

Coaching & development

Risk awareness

Regulatory compliance

Problem solving

Change agility

Tools

Call centre technology

Job description

Rabobank New Zealand is seeking an experienced Team Leader, Regional Call Centre to lead and coach a high-performing team delivering exceptional service across Australia and New Zealand.

You will drive customer outcomes, monitor performance against KPIs, ensure compliance, and partner with stakeholders to implement coaching and development programmes in a fast-paced banking environment.