Req ID: 74379
Department: NZ Personal Banking Customer Service Operations
Division: New Zealand
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

As the Head of Customer Service Operations New Zealand - Manila, you have responsibility for the leadership and management of a large team working in conjunction with parallel teams in New Zealand to provide service and support to ANZ Customers and various ANZ NZ business units. The role plays a key part in ensuring ANZ customers receive great service as well as ensuring regulatory, compliance and quality standards are robustly delivered. The role specifically supports ANZ customers impacted by Fraud and Scams or in Financial Hardship.

Role Type: Permanent, Full-time
Role Location: Quezon City, Philippines
Work Hours: Dayshift

What will your day look like?

Your key priorities and responsibilities include:
Lead and drive continuous improvement in our technology and processes working in conjunction with CSO NZ, Technology, Products and Risk to take a future focus.
Scans across functions, geographies and sectors to identify and leverage opportunities to improve service performance.
Work in conjunction with the CSO Strategy Execution Lead to develop and agree a 3-5 year strategic plan anticipating future change and influence investment to prioritise appropriate technology development and resource.
Identification of opportunities to automate manual processes reducing effort, improving quality and reducing risk through continuous improvement.
Ensuring technology and operational functions are operating within agreed risk appetite and policy guidelines and compliant with relevant laws and regulations
Developing, implementing and maintaining a business continuity plan to respond to disruptions and recover critical business functions within the ANZ NZ's risk appetite and regulatory requirements
Leads, inspires and develops our people to maintain strong performance and engagement
Mobilises others to anticipate, initiate and manage change
Challenges and coaches others across the business on behaviours needed to drive change
Understands and addresses the motives, values and goals of individuals to achieve group commitments to the change effort
Empowers the team to identify and solve problems, providing necessary support as required to create business driven technology investment cases for solutions that meet and exceed both ANZ NZ and customer’s requirements
Consistently exhibiting leadership behaviours that create an environment that encourages speak up culture ensuring staff feel safe raising any issues of concern
What will you bring?

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

Highly experienced large scale change leader who understands and can drive change, managing self and others through change
Experienced large scale people leader with a track record of high engagement, dealing with technology and process complexity and dealing with high volume volatility
Successful track record of working collaboratively to influence results across business lines & understands how systems interact with each other and how digital opportunities can be leveraged
Leads and empowers others by setting clear direction and identifying opportunity to improve performance
Proven experience of leading teams located across multiple geographies with matrixed structure and have led operations in Contact Centres or other voice/digital related customer service environment
Experience in Customer Protection (Fraud), Scheme Cards and Customer Financial Wellbeing (Collections and Recoveries) is preferred

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 74379.

Job Posting End Date

18/09/2024 , 11.59pm, (Melbourne Australia)