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Retention Manager - Home Buying

Bank of Queensland - Newstead, NSW

Banking & Finance
Source: uWorkin

Source: uWorkin


  • Join ASX 100 finance leader
  • Brisbane or Sydney locations
  • Suits an experienced banking professional with demonstrated experience dealing with stakeholders in the home buying space
About The Role

We’re embarking on a significant transformation to deliver market leading home lending experiences for our customers. It’s an exciting time to join BOQ and contribute to this transformation!

The purpose of the Home Buying Retention Manager at BOQ is to deliver market leading experiences for our existing home loan customers and key partners such as brokers – with the end goal of increasing customer satisfaction and the number of customers that want to continue banking with BOQ. This role will identify opportunities to improve the customer experience for existing home lending customers and to improve BOQ’s retention practices, and collaboratively work with stakeholders to plan and deliver those improvements. The Home Buying Retention Manager will work closely with the Senior Manager Retention, the BOQ Home Buying team, the Customer Connect Retention team, and key stakeholders across Distribution, Analytics and Marketing. BOQ’s ambition is to be a bold challenger bank, and this role is critical to the significant transformation underway with the goal of delivering market leading home lending experiences.

Key Responsibilities Include
  • Work closely with the Senior Manager Retention to develop the retention strategy and the list of priority initiatives which will create market leading customer experiences and improve retention outcomes
  • Own initiatives end to end, from identifying improvement opportunities, ideating the solutions, scoping the change, developing the business case and fostering support for the change, and then working with stakeholders across the business to deliver the change. Deliver performance reviews with help of the Analytics team to compare performance against expectations
  • Involvement in all elements of work required to deliver changes – from writing calling guides and drafting customer communications, to meeting our frontline sales / service team members, performing analysis on key data, and developing business cases
  • Perform market scans to understand how our competitors are meeting their home lending customers’ needs and how that compares to BOQ
  • Work with the Analytics / Reporting teams across BOQ to deliver and improve current retention reporting, to interrogate data to create new retention insights, and to assess performance to inform changes in approach.
  • Support the Senior Manager Retention and the broader Home Buying team, to drive collaboration and integration across BOQ Group's home lending portfolios (which includes Virgin Money, BOQS and Business Banking).
  • Generate and share new ideas, approaches or insights to improve BOQ home buying and the customer experience.
About You
  • Combined 3 years’ experience in banking, Financial Services or Strategy consulting
  • Experience in product or product analysis would be a huge advantage
  • Strong commercial acumen including an understanding of how banking profitability works
  • Proven analytical capabilities and the ability to leverage insights to identify business opportunities
  • Experience in home lending experience would be highly beneficial

About Us

At BOQ we support our people to be their best! We are passionate about providing opportunities for you to grow and develop your career with us. We value integrity, place empathy at the core of everything we do, and are committed to re-imagining banking for our customers, shareholders and our people. We are proud to back Australian businesses.

We support a flexible workplace and we are committed to an inclusive and diverse culture where differences are embraced! It’s our people that help us achieve and make things possible.

Our Benefits
  • Flexible working arrangements
  • Discounted financial products
  • Salary sacrificing options
  • Paid parental leave
  • Paid volunteer days
  • Purchase annual leave
  • BUPA Corporate Plan
  • Mentoring and leadership programs
  • Employee Assistance Program (EAP)
  • Gym, shopping, technology and travel offers!
How To Apply

To apply for this role please follow the links or apply via our Careers Page.

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, 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.


Type Full-Time/Regular