Team Leader - Inbound Operations

The Co-operative Bank Limited; Wellington; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Wellbeing Leave

Parental Leave Benefits

Life and Critical Illness insurance

Employee Assistance Programme

Banking Benefits

Profit Share

Workride

Job summary

The Co-operative Bank Limited in Wellington is seeking a capable Contact Centre Team Lead to guide and coach a small yet mighty team from our Te Waka head office. You will drive performance, support development, and deliver outstanding customer experiences in a fast-paced banking environment.

You’ll focus on continuous improvement, using customer insights and operational data to identify opportunities and ensure risk is managed while achieving positive outcomes for New Zealanders.

Qualifications

• Proven experience leading and developing a team, creating an environment where people feel supported, accountable, and motivated to succeed.
• Strong coaching and performance leadership skills, with the ability to build capability, provide constructive feedback, and support individual growth.
• A customer-focused mindset, with the ability to balance customer experience, operational performance, and risk management to deliver great outcomes.
• Experience using customer insights, operational data, and performance measures to identify opportunities and drive continuous improvement.

Responsibilities

• Lead and develop the Contact Centre Team through coaching, support and clear direction, building capability and driving continuous improvement.

Skills

Team leadership

Coaching

Customer focus

Data-driven improvement

Job description

You’ll bring the following experience to the table:

As part of our Contact Centre Team,you’ll lead and develop a team through coaching, support and clear direction, building capability, driving continuous improvement, and helping your people deliver great outcomes for our customers.

This is a Fulltime opportunity at Te Waka, our Wellington head office.

• Proven experience leading and developing a team, creating an environment where people feel supported, accountable, and motivated to succeed.
  
• Strong coaching and performance leadership skills, with the ability to build capability, provide constructive feedback, and support individual growth.
• A customer-focused mindset, with the ability to balance customer experience, operational performance, and risk management to deliver great outcomes.
• Experience using customer insights, operational data, and performance measures to identify opportunities and drive continuous improvement.

Experience Better with Us

We’re a small and mighty Bank driven by the shared goal of helping New Zealanders bank better. As a proudly customer-owned Bank and Certified B Corporation, not only will you be helping Kiwis achieve their goals, but you’ll also experience better simply by working here:

• Purpose:As a smaller bank, your impact is bigger—you’ll see how your work makes a real difference in delivering exceptional customer experiences and financial outcomes, every single day.
• Career Growth: Expand your skills, take on new challenges and tap into a range of areas across the Bank.
• Support: We support you to balance life and work through generous benefits including Wellbeing Leave, Parental Leave Benefits, Life and Critical Illness insurance, Employee Assistance Programme, Banking Benefits, Profit Share and Workride.
• Belonging: You will feel like part of the team from day one. From the way we work together, our commitment to Pride Pledge, and focus on diversity and inclusion, you’ll be part of a team that’s making banking better for New Zealanders, together.

We’ve been operating for nearly 100 years and support over 180,000 customers across New Zealand. If you’re looking for a role where we work together to make an impact, and you can build a career your proud of, you’ve found the right place.