Assistant Manager - Digital Banking | AU Account

The Assistant Manager supports the Customer Service Centre Manager in overseeing Digital and Electronic Banking operations to ensure exceptional customer service, compliance with policies, and achievement of service level standards. The role provides operational leadership, acts as an escalation point, and drives continuous improvement across Digital Banking services.

• Support day-to-day operations of the Customer Service Centre, ensuring service quality and SLAs are met.
• Act as escalation point for complex Digital Banking, Internet/Mobile Banking, and Card Services enquiries and issues.
• Oversee Digital customer onboarding, secure messaging, SysAid tickets, and back-office administration.
• Provide second-level support for Internet and Mobile Banking troubleshooting and administration.
• Support staff through coaching, guidance, and on-the-job training; assist with performance monitoring.
• Monitor, report, and follow up on Digital Banking issues, incidents, and customer complaints.
• Assist with Digital Banking projects, including testing, implementation, and process changes.
• Identify procedure gaps and contribute to process improvement and automation initiatives.
• Analyse operational and customer data to support service improvements and customer acquisition.
• Provide operational support to Retail and Call Centre teams on Digital Banking and electronic payments.

• HSC or equivalent required; tertiary qualifications preferred.
• 2–5 years banking experience, with strong exposure to Digital Banking or customer service operations.
• Previous senior, lead, or supervisory experience preferred.
• Strong communication, organisational, and analytical skills.
• High level of computer proficiency, including Microsoft Office and banking systems.

• Customer-focused leadership
• Strong communication and interpersonal skills
• Planning, organisation, and attention to detail
• Problem-solving and initiative
• Teamwork and collaboration