Head of Conduct
About the role
The Head of Conduct is a fundamental role in helping us deliver customer outcomes that serve their best interest across all of our interactions, products and processes.
You will play a lead role in championing customer advocacy and maintaining our culture of integrity and fairness. As the business owner for the Co-operative’s Fair Conduct Programme, you will lead, maintain, and continuously review a The Co-operative wide programme of activities to ensure their effectiveness in meeting our desired customer outcomes, and conduct related regulatory obligations.
This includes ownership over our customers needing extra care programme, customer complaints management programme and customer conversation model, working cross-functionally with the business to deliver these.
Lastly, you’ll need to partner with key stakeholders across the business and provide oversight, monitoring and reporting of key conduct performance metrics to ensure the Co-operative continues meeting and exceeding our customer responsibilities.
Because The Co-operative Bank is owned by our customers, everything we do, every day, is for their benefit.
You’ll bring the following experience to the table:
- 8-10 years’ experience leading conduct and risk related programmes or initiatives in the banking or financial services industry
- Deep understanding of our regulatory environment including the current strategic and regulatory challenges facing the New Zealand Banking and Financial Services industry today
- Specific knowledge and understanding of the various conduct related legislations in New Zealand such as the FMCA and CoFI, CCCFA, and our specific market services licensing requirements.
- Demonstrated experience successfully leading cultural, behavioural, or capability change in the context of the risk and regulatory environment.
What’s in it for you?
Not only will you be helping every day Kiwi’s achieve their goals, you’ll get to experience the Co-operative difference. In your role with us, we can offer you:
- Development: Support to grow your career and tap in to a range of areas across the Bank, guided by a supportive performance framework
- Leave: Well-being leave, supportive sick leave allowances, long service leave, increased annual leave following tenure achievements
- Wellbeing: Employee Assistance Programme, Life and Critical Illness insurance, Flu Jab reimbursement scheme, Wellbeing programme and webinars
- Banking benefits and discounted rates
About Us
The Co-operative Bank is a different kind of bank. We’re 100% Kiwi owned and operated, and we’re here to change banking for good.
We’ve been operating for nearly 100 years, with a focus on helping New Zealanders get ahead financially. Our customers are at the heart of everything we do and we’re committed to helping improve the world we work, live and play in. To reflect this, we’re proud to be NZ’s first bank accredited as a Certified B Corporation. To top it off, we’re also the only bank in New Zealand that shares its profits with its customers.
Whether it’s help from one of our friendly teams, or a seamless experience with one of our digital solutions, we’ve got our customers covered. Here, no two days are the same. Our people are empowered to innovate, share ideas and let our skills take us in unexpected and exciting directions. But most importantly, we can be ourselves at work; we have fun, but still get things done.
In return for your passion and commitment to helping customers bank better, we offer a collaborative work environment, ongoing development opportunities and the privilege to work with people who are passionate about making a difference. You’ll be amazed by our non-hierarchal organisation and the ease at which you can get things done.
Diversity and inclusion are at the core of who we are. It’s reflected in our values, our commitment to B Corp and a key part of our strategy. We encourage candidates from all backgrounds and experiences to join us in our mission to grow together and share the gains.
We understand that no candidate is a perfect match for every qualification listed. If you are passionate about helping people to bank better and possess some of the key skills, we encourage you to submit your application.
Applications close: 4 July 2024
Applications for this role will take you to the advertisers site.
