Driving the future of personalized financial services requires a team with exceptional interpersonal skills and a proactive attitude to deliver outstanding customer experiences. We're seeking individuals who are always prepared to go the extra mile, find solutions that satisfy customer needs, and develop their capabilities within a culture of open exchange and mutual trust.
The role is responsible for operational steering of collections landscape in Australian and New Zealand markets. Key responsibilities include providing 'in-time' support, communication, coaching, and ensuring service providers have up-to-date processes and policies to support BMW customers.
You will be responsible for coordinating collections tenders/projects, including management of Service Level Agreement requirements between BMW and external service providers for quality and control activities.
Key Responsibilities
* Operational steering of collections landscape in Australian and New Zealand markets.
* 'In-time' support, communication, coaching, and process/policy updates for service providers.
* Coordinating collections tenders/projects, including Service Level Agreement management.
* Steering and monitoring service provider performance, ensuring it meets contractual obligations, BMW standards, and regulatory requirements.
* Quality assurance checks and calibrations, including site visits to maintain premium-level frameworks and performance.
* Implementing performance reporting to monitor key performance indicators and achieve collections quality score targets.
* Change management and testing of control frameworks to ensure adherence to BMW processes and regulatory obligations.
Requirements
* Tertiary qualification or degree with at least 2 years of relevant experience in quality assurance control functions/vendor management.
* Proficient in quality control tools, concepts, and methodologies, with proven experience mentoring others on these subjects.
* Strong process orientation and organizational skills.
* Demonstrated knowledge of quality management and reporting.
* Well-developed analytical and problem-solving abilities.
* Strong written and verbal skills with high attention to detail.
* Knowledge of contact center systems and technology.
* Ability to develop effective working relationships across broad stakeholder groups.
BMW Group values diversity and fosters an inclusive work environment. Employment is conditional upon pre-employment checks, including qualifications, employment checks, background checks, police check(s), and credit check(s).
By submitting an application, candidates confirm they have valid rights to work in Australia and agree to undertake integrity checks upon request.