Team Leader, Regional Call Centre

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

Join the ‘Bank of the Year’ as voted for by customers through the 2025 Roy Morgan New Zealand Customer Satisfaction Awards. Rabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our kaimahi (employees) who have a deep understanding of agriculture and are committed to adding long‑term value for our clients.

Our purpose is clear - ‘growing a better New Zealand together’. Our commitment to our employees and clients is at the heart of everything we do.

We believe in creating long‑term value for our clients, communities, and employees. If you're an inspiring leader who thrives on developing people, driving exceptional customer outcomes, and fostering a high‑performing culture, we'd love to hear from you.

About the role | Mō te tūranga

As Team Leader, Regional Call Centre, you'll play a pivotal role in leading and coaching a team that delivers outstanding service across Australia and New Zealand. This is an exciting opportunity to influence customer experience, drive operational excellence, and contribute to strategic initiatives that support the bank's continued success.

You’ll be responsible for motivating and developing a talented team while ensuring service standards, compliance requirements, and performance expectations are consistently achieved and exceeded.

What You’ll Be Doing

• 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 the 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

About you | Ō pūkenga

You’re a people‑focused leader who thrives in a fast‑paced environment and is passionate about delivering exceptional customer experiences. You enjoy coaching and developing teams, building strong stakeholder relationships, and driving continuous improvement to achieve outstanding results.

To succeed in this role, you’ll have:

• Previous leadership experience within a banking, financial services, or contact centre environment
• Strong knowledge of call centre operations, systems, and technologies
• Understanding of relevant Australian and New Zealand banking regulations and customer service obligations
• Exceptional communication, relationship‑building, and influencing skills
• A proven ability to recruit, develop, coach, and motivate teams
• Strong problem‑solving skills and experience managing customer complaints and escalations
• A proactive approach to identifying risks and compliance issues
• The ability to thrive in a fast‑paced environment where priorities can change quickly
• A passion for continuous improvement and delivering outstanding customer outcomes

Life at Rabobank | te ora I Rabobank

At Rabobank we offer a range of benefits:

• Access to and eligibility for the Bank’s annual variable remuneration incentive scheme
• A range of wellbeing benefits including free Flu vaccinations, 2 days wellbeing leave, wellbeing webinars and Employee Assistance Programme
• Annual leave plus eligibility for an extra week of bonus leave, as well as the option to purchase up to two extra weeks of leave a year
• Professional development and training
• Access to 26 weeks fully paid parental leave for new parents, continued payment of the employer KiwiSaver contribution for the 52 weeks
• Active employee social club and a range of fun activities throughout the year
• Paid Community Leave Day to undertake volunteer work for the communities we live in and support

Applications close Monday 21 September 2026

Our Values | ō mātou uara

Rabobank believe embracing inclusion, equity and belonging delivers positive experiences for our people and clients. Our great working conditions, broad learning and development programmes and the opportunity to work together for the greater good are reasons why our employees love working here.

At Rabobank New Zealand, we are committed to our values; we are client‑driven, we take responsibility, we are professional and cooperative. We have an open culture, where you can be yourself and be valued for who you are. All qualified applicants will receive consideration for employment without regard to ethnicity, sex/sex characteristics, gender (Inclusive of all genders), gender expression, sexual orientation, religion, disability, age, or other diversity characteristics not mentioned. We are proud to be an equal opportunity employer. Together, we can grow a better world.