Req ID: 78020
Department: AR Customer Services Ops Operations Performance
Division: Australia Retail
Location: Quezon City
About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role

The CSO Development Coach will be responsible for the percentage of their trainees that graduate and the performance of these trainees as it relates to meeting the predetermined operational service standards and metrics

As a Development Coach, he/she will also be expected to:
be a custodian of the training programs and responsible for its appropriateness and relevance, the inclusion of the most current content as well as the incorporation of tried and tested best practices from the live environment
be accountable for contributing to the cross skilling of resources as it relates to building a centre of excellence.
implements the standardized customer interaction practices
work in partnership with Operations Managers, Team Leaders and Quality Officers to ensure training and coaching programs are in alignment with business requirements
assist new project initiatives in developing and facilitating training
develop exceptional facilitation skills across a range of collections and fraud domains to deliver best practice learning solutions across the business
coach and train team members in the ANZ products/policies/procedures including induction training of new officers and upskilling of existing officers.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Location: MDC 100 Building, Eastwood City, Libis, Quezon City, Philippines
Shift Schedule: Dayshift schedules, weekends Off, must be open to adjust if needed
What will you bring?

To grow and be successful in this role, you will ideally bring the following:

proven experience in training facilitation (both communication as well as process specific training)
experience in end to end training delivery and Instructional design
holds self and trainees accountable for results. Gets tasks & commitments executed with a sense of urgency
experience as a team leader in operations is an advantage
experience in either customer service, sales, fraud, or collectionse Excellent communication skills (consistent 4.5 across the BUPLAS Scale)

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.

We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

/. You can apply for this role by visiting ANZ Careers and searching for reference number 78020
Your Career at ANZ

Our purpose is to shape a world where people and communities thrive. That's why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.

Career development means different things to different people. It may simply mean developing a skill, broadening your experience by moving sideways or stretching yourself by moving to a different business. How you manage and develop your career is up to you. ANZ is committed to helping you do this by providing you with the support, tools and resources you need to take the next big step in your career, towards even bigger things in the future.

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.
Job Posting End Date

15/10/2024 , 11.59pm, (Melbourne Australia)