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Retention Relationship Manager – Data Intelligence & Analytics

  • 929151
  • All Locations
  • Sydney
  • Brisbane
  • Adelaide
  • Melbourne
  • Perth
  • Full Time

Do more, dream more, become more. Welcome to Bendigo.

About Us   

With more than 160 years of history, we are proud of our position in the community with more satisfied customers than any other Australian bank.  Every day, we work hard to bring our company purpose to life; feeding into the success of our customers and communities and not off it. We're more than just a bank with banking products. We change the lives of customers and communities. Commercial actions with heart!

The division and the team

The Consumer division comprises the Retail and Third Party Banking (TPB) distribution channel within the Bendigo and Adelaide Bank Group and encompasses an holistic partner centric value proposition which is predicated on enabling and supporting customer choice. Third Party Banking provides Adelaide Bank and white label home lending and deposit solutions via intermediaries such as brokers and Mortgage Managers.

The Third Party Banking Retention team plays a key role in protecting the Third Party Banking mortgage portfolio by being responsible for the strategy and management of retention activity for the division. This includes ownership of customer and partner feedback and insights and management of retention activities to increase customer and partner loyalty.

The role

We’re looking for a unique set of skills to join Third Party Banking to help deliver on our retention strategy through the creation of three new roles. If you’ve got the right mix of business engagement coupled with financial data analytics and excel spreadsheet expertise then we’d love to hear from you. 

The Retention Relationship Manager (RRM) is responsible for designing proactive and reactive retention activities based on portfolio analysis and insights. The role will report to the Manager TPB Retention and will work collaboratively with our external partners to initiate customer engagement activities to reduce the number of discharges, increase customer loyalty and maintain profitability of the portfolio and financial contribution to the Group.

A mix of analytics and partner engagement and collaboration with other key internal stakeholders will provide no end of variety for individuals looking for an opportunity to design and advance a new retention arm for TPB. These newly created positions will start by getting to know our business, our distribution channels and key partnerships before delving into the data to analyse key customer cohorts and design specific loyalty offers based on profitability modelling. Once a rhythm is established the RRM will work collaboratively with our Business Relationship Managers supporting our Mortgage Partners with the aim of increasing retention requests and proactive initiatives within this channel, as well as manage retention pricing requests from customers across the three distribution channels in accordance with the discretionary framework.

The person

You’ll need a love or fascination with numbers and spreadsheets, possess solid experience with data and analysis and strong business acumen to make priority decisions, coupled with strong rapport and engagement skills to feel confident to engage directly with our partners. Exposure to or an understanding of rate breakdowns, pricing, products or credit risk will be advantageous as the RRM will need a broad understanding of these to design loyalty offers and determine appropriate solutions that balance business and customer needs.

 We’re looking for individuals with the confidence, initiative and self-drive to jump headfirst into the role, as well as the following key skills and attributes:

  • Strong skills and interest in data analytics and data intelligence
  • Ability to analyse data and information from a number of internal and external sources, and to use this to inform the formulation of strategic initiatives
  • Exceptional stakeholder engagement and influencing skills
  • Understanding of customer retention and project management frameworks is desirable
  • Exposure to Third Party Banking is beneficial but not essential

If paving new pathways for Third Party Banking sounds intriguing and you love the idea of supporting our customers and partners in a new role, then we want to hear from you. 

At Bendigo and Adelaide Bank we believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

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