Manager - Workforce Management & DAA Oversight

About the role

At BOQ Group, we're passionate about helping our customers navigate life's challenges, and this role sits right at the heart of that purpose.

As Manager, Workforce Management & DAA Oversight, you'll lead a team dedicated to supporting customers experiencing financial difficulty, while ensuring we have the right workforce strategies, forecasting and operational oversight in place to deliver great outcomes every day. You'll balance people leadership with operational excellence, helping the Customer Assistance team scale effectively as customer needs evolve.

This is a role where you'll have genuine influence. Key deliverables include workforce planning and forecasting to ensure we have a flexible and scalable workforce to manage fluctuating call and case volumes, oversight of delegated authorities and the overarching delegations framework, operational performance to key metrics and sustainable compliance aligned to our regulatory obligations and expectations of lenders.

You'll partner with leaders across the business to ensure we're meeting our obligations while continuing to provide compassionate, customer-focused support.

You'll lead a team of specialists, creating an environment where people can do their best work, grow their careers and make a meaningful difference for customers. At the same time, you'll use data, insights and workforce management tools to forecast demand, optimise resources and support sustainable service delivery across multiple brands and customer segments.

The impact of this role extends well beyond operations. Every decision you make helps ensure customers receive the support they need during some of the most important moments in their financial lives. What makes this opportunity particularly exciting is the chance to do meaningful work within an organisation that is small enough to care and large enough to make a difference.

At BOQ Group, you'll have visibility, influence and the ability to see the direct impact of your work, while still benefiting from the scale, stability and opportunities that come with being part of one of Australia's leading banking groups.

About you

You're an experienced people leader who understands that strong customer outcomes start with engaged and empowered teams.

You bring experience leading collections, hardship or customer assistance functions and have a genuine passion for supporting customers through challenging circumstances. You're equally comfortable coaching team members, navigating operational priorities and using workforce insights to drive better business outcomes.

You enjoy solving complex problems, thinking ahead and bringing structure to fast-paced environments. You know how to balance customer needs, regulatory obligations and business priorities, and you're confident using data and workforce planning insights to inform decisions.

Most importantly, you're someone who leads with authenticity, empathy and accountability. You build trusted relationships, influence stakeholders effectively and create a culture where people feel supported, challenged and motivated to succeed.

If you're looking for a leadership opportunity where you can combine customer impact, operational leadership and people development while helping shape the future of a critical function, we'd love to hear from you.

About us

BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

Our perks

At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.

Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:

• Flexible working arrangement - Balance your work and personal life with ease.

• Discounted financial products - Enjoy exclusive rates on our financial services across the Group.

• Salary sacrificing options - Maximise your take-home pay with our salary packaging options.

• Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.

• Purchase additional annual leave - Need more time off? You can buy extra leave days.

• Discounted private health insurance plan - Take care of your health with our special rates.

• Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family

• Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.

• Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.

We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!

How to apply

To apply for this role, follow the links.

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Please no agency applications.