Deputy Banking Ombudsman - Prevention

With a vision to ensure better banking for New Zealanders, the function of the Ombudsman is to protect Kiwis through its complaint resolution activities. The Ombudsman investigates and resolves complaints between customers and their banks with strategies focused on both resolution and prevention. It plays a key role as a thought leader, leveraging data and insights to influence and effect change.

This position reports directly to the Ombudsman and is responsible for developing prevention and awareness functions with a focus on preventing disputes from arising. A broad role, the Deputy Ombudsman has oversight of data, insights, analytics, communications, policy, regulatory and educational functions. Insights identified from data gathered from complaints is utilised to understand themes and form strategic insights. The ability to effectively communicate these insights is critical in influencing stakeholders to make real change. This may also involve influencing change at a policy level.

We are seeking smart, strategic thinkers with strong analytical skills and adept at ‘joining the dots’. A strong understanding of the banking sector is essential and candidates will demonstrate a proven track record of achievement at a senior level. The role requires an ability to operate at pace with a high degree of intellectual curiosity. Given this is a small team, well positioned candidates will have the agility to lead, think and do.

Clearly, excellent stakeholder engagement and leadership skills will prove critical to success and the appointee will be a strong communicator with the ability to influence and engage. High levels of energy and drive, combined with a strong focus on delivering results, will also be essential.

The role is based in Wellington, however, consideration will also be given to those wishing to explore commuting options.

For further information or to apply for this opportunity, please contact Lucinda ( at Hobson Leavy Executive Search.

Applications close Tuesday 6 June 5:00pm


Resolution Adviser, Wellington

  • Collaborative team environment
  • Competitive remuneration package
  • Career progression opportunities within the scheme

Do you have a passion for social justice, excellent communication skills and a proactive, can-do attitude?  We have an exciting opportunity for a motivated person to join our small, dedicated team in central Wellington. 

Mō mātou – About us

The Banking Ombudsman Scheme provides a free and independent dispute resolution service. We aim to resolve disputes between banks and customers quickly and fairly, and also to learn from complaints to prevent future problems. Our ultimate goal is to improve banking for customers and banks through a fair banking sector.

Mō te tūnga – About the role

As Resolution Adviser, you will be responsible for helping to resolve complaints. This includes giving advice to the public, complainants and banks, identifying issues and learnings, and facilitating the resolution of complaints. Check out the position description for all the details. 

Join our friendly, supportive and highly-engaged team!  In this role, you can make a real difference in people’s lives.

You are:

  • great with people from all walks of life, even when they are having a challenging time
  • excellent at analysing complex issues and understanding different perspectives
  • proactive, efficient & organised 
  • an all-round great team player.

Ideally you will have:

  • excellent communication skills 
  • some experience in complaint-handling and dispute resolution processes
  • an understanding of, or a willingness to gain an understanding of, Te Ao Māori and the principles of Te Tiriti o Waitangi. 

If you have all of that plus a great attitude, we want to hear from you! 

Tono ināianei – Apply now

Please send your cover letter and CV to Deputy Banking Ombudsman, Sarah Parker at:

The Banking Ombudsman Scheme recognises the importance of diversity and inclusion and is committed to providing a working environment that embraces these values. We strive to increasingly reflect the diversity of communities we serve by including and valuing perspectives from all backgrounds including ethnicity, religion, gender, age, accessibility needs, sexual orientation, and national origin.  Please let us know if you would like support or have any access requirements that will help you through the recruitment process.