Ko Mātou – About Us

Mō te tūranga - About the role

• Provide management and leadership to a team of Lending Specialists that undertake credit assessment of applications originating from mortgage advisers, for customers in the Personal and Business Banking segments. 
• Contribute to ANZ’s mortgage market share growth through the delivery of consistent credit decisions and competitive pricing, superior relationship building and faster turnaround times.
• Deliver results by creating a culture of customer centricity and continuous improvement, with a focus on operational efficiency.

This is a pivotal role within Customer Lending Assessment (Customer Service Operations) that also contributes to ANZ’s strategic goals of ‘Service and Growth’ in the Mortgages segment.

ANZ’s mortgage adviser distribution channel is a market leading, multi-award-winning business with $14 billion in new lending FUM drawn each financial year. At Customer Lending Assessment, we have 10 teams of ~130 Adviser Lending Specialists across Retail, Business Banking and Construction that service ~1900 mortgage advisers spread across NZ.

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: Auckland

Role Type: Permanent, Full-Time

Ka aha tō rā e kite ai? - What will your day look like?

You will lead one of our Lending Assessment teams and will have the opportunity to:

• Manage daily workflow and ensure that SLA is met or risks to SLA are identified and mitigated in time, through collaboration with other CLA teams and proactive management of conflicting priorities.
• Proactively identify customer needs and manage the expectations of advisers, by delivering exceptional customer experiences and excellence in communication of complex credit policy and lending decisions.
• Apply your lending knowledge to ensure our customers remain engaged with ANZ and educated on lending policy and process and our key stakeholder relationships in the adviser industry are continuously enhanced.
• Build strong relationships with advisers and leverage your knowledge of judgmental credit to grow ANZ’s mortgage market share through settlement of new home lending FUM.
• Drive operational and process efficiencies through the use of Control IQ and contribute towards wider CLA and CSO goals.
• Leverage internal relationships to deliver competitive pricing that protects ANZ’s revenue stream, while maintaining/growing market share through the adviser distribution channel.

Ōu Pūkenga? - What will you bring?

As such you will need to have a solid mix of Credit/Lending experience, commercial acumen, sound operations disciplines, excellent market knowledge and exceptionally good people management skills. You will be comfortable working through complex lending processes while being aware of the many risks and issues that surround small and large scale construction projects. You will constantly look for opportunities to grow ANZ’s position in the market, while at all times taking approaches that mitigate risk.

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

• Demonstrated experience leading high-performing teams, with a strong people focus, a genuine interest in developing talent, and a proven ability to manage performance to standards.

• Exceptional interpersonal skills, the ability to connect and empathise with staff, manage performance issues, promote employee wellbeing and empower employees to achieve / exceed their individual goals.
• Sound operations disciplines, including workflow management to ensure the team can deliver market leading turnaround times and good understanding of ATOM or other capacity management methodologies, to deliver strong productivity results.
• The ability to collaborate with key stakeholders across ANZ and across the financial services industry (including mortgage advisers) to deliver product and process change, strategy that ensures ANZ remains competitive in the market and resolve complaints to the satisfaction of all parties involved.
• The ability to identify growth blockers and the negotiation and influencing skills to work with product and process owners to overcome these and enable business volume growth.
• A previous lending discretion (CAD) with a strong track record for Quality and converting leads/approvals into funds under management (conversion).

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.

He aha te take e uru ai koe ki a mātou? - So, why join us?

From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.  

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career.  

We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.    

At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.

Kua wātea te katoa ki te tono. 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 an access requirement or disability, let us know how we can provide you with additional support.  

To find out more about working at ANZ visit https://www.anz.co.nz/careers/.You can apply for this role by visiting ANZ Careers and searching for reference number 107739.

Te Rā Ōtinga - Job Posting End Date

12/01/2026 , 11.59pm, (NZST)