Partnership Manager

Worker Type:

Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way."

We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same.

We have an opportunity for a Partnership Manager to join our Wealth, Insurance & Product Governance team and be responsible for managing and optimizing relationships with external partners to meet the diverse needs of BNZ customers across Wealth and Insurance products. You will work with the Partnerships team to be the voice of the Customer ensuring insights, trends and improvements are being prioritized to deliver BNZ’s ambition of market leading expertise.

This is an Auckland based role and is a hybrid role with three days in the office per week.

Mō te Tūranga | About the Role

We sat down with our Head of Wealth & Insurance - Partnerships and Proposition, and they let us know the following about the role.

What are 5 day to day tasks the person in this role will complete?

• Be BNZ’s face in key partner forums, building strong day-to-day relationships and helping keep everyone aligned on what matters most for customers.
• Keep a close eye on how BNZ and our partners are tracking against service standards and call out / escalate issues early so we stay ahead of them.
• Use customer insights, experience data and “what we’re hearing” to pinpoint what needs improving, and work with partners to lift outcomes and value for customers.
• Step in as the escalation point when things go wrong, complaints, disputes, or breakdowns in service and lead remediation across BNZ and partners through to a clean outcome.
• Make sure the basics are rock solid, risk practices and regulatory obligations are met, and reporting is delivered in line with partner and internal commitments.

What is the most exciting thing about this opportunity?

The most exciting aspect of this role is the opportunity to be the voice of the customer and the go-to lead for day-to-day partnership operations across BNZ’s wealth and insurance portfolio.

Sitting at the centre of relationships, performance, and customer outcomes, the role works closely with internal teams and external partners to manage daily operations, resolve issues, and continuously look ahead-identifying improvement opportunities that help partners meet and exceed customer expectations. With strong visibility across BNZ and partner organisations, this role has genuine influence in shaping service quality, strengthening relationships, and ensuring customer outcomes remain front and centre in how partnerships operate.

What is the most challenging thing about this opportunity?

The challenge lies in balancing partner relationship management with firm performance and risk expectations, particularly when leading escalations or remediation activity.

The role requires sound judgement to navigate complex situations, align internal and external stakeholders, and manage competing priorities, while maintaining a strong focus on customer outcomes, regulatory obligations, and service standards. Identifying and responding to issues early, before they escalate, is critical.

What will success look like for the candidate in this role?

Success will be reflected in strong, trusted partner relationships that consistently deliver good customer outcomes.

The candidate will proactively monitor service performance, interpret customer experience insights, and surface risks or issues early - working with partners and BNZ teams to resolve them effectively. Reporting will be clear and action-oriented, escalations will be well-managed, and partners will feel supported and constructively challenged to lift performance.

Ultimately, success looks like improved customer experiences, stronger partner accountability, and BNZ being seen as a confident, collaborative partner that puts customers at the centre of every decision.

What specific skills would be beneficial?

We are looking for proven experience in financial services, including significant wealth and or insurance experience (5+ years). You will also bring:

• Previous experience working with customer complaints and remediation processes.
• A strong understand of insurance products and claim processes and or Wealth products and processes.
• Previous experience in operational risk management
• Deep stakeholder engagement and influencing skills - you will be able to work with a range of stakeholders to create collaborative working relationships with and across partnerships.

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand

This is an exciting opportunity to join us! We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with. If you're ready to join a fun organisation where we are proud of our culture and how we are helping New Zealander's to 'Find their way', then show your interest by submitting your application - we can't wait to read it.

Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many.”

Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early.