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

• Operational performance of banker-assisted Digital functions across the Customer Contact Hub Australia – including Message Us teams in Manila and Australia, and Customer Contact Hub Australia live chat functions 
• Successful execution against the Customer Contact Hub's Assisted Digital roadmap, including deflection of interactions from Voice to Digital 
• Effective people leadership of Assisted Digital team leaders 

This role is a critical role responsible for supporting delivery of key strategic outcomes for the channel. It requires significant senior stakeholder and value chain relationship management, within the Customer Contact Hub Australia  and more broadly throughout Retail Distribution and ANZ. 

Role Type: Permanent
Role Location: 833 Collins Street, Docklands VIC 3008
Work Hours: 40 Hours(Full-time)

What will your day look like?

• Deliver on opportunities to improve all aspects of Assisted Digital operational performance through improved performance coaching effectiveness
• Support productivity improvements through uplifted and optimised practices
• Performance improvements as measured by Customer Contact Hub business performance priorities – utilisation, productivity, shrinkage, call deflection
• Team performance participation rates i.e. % of team members achieving minimum expectations
• Effective management of Customer Contact Hub operating costs through optimised leader ratios 
• Optimise customer experience through the delivery of high-quality service
• Execute initiatives aimed at improving banker and customer experience
• Enable global consistency in processes across the Customer Contact Hub, with specific reference to opportunities and constraints within the direct channel
• Review opportunities to remove operational complexity and release capacity for value-added activity
• Develop and implement consistent practices within Assisted Digital
• Release capacity in Voice channel 

What will you bring?

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

• Experience managing people 
• Proven people leadership skills 
• Change and Project leadership 
• Coaching / training expertise
• Excellent communication skills 
• Contact Centre / Banking expertise 

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and 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 support you need to take the next big step in your career.

We're a diverse bunch 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 health and 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 the communities we serve. 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're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 113183 .
 

Job Posting End Date

16/04/2026 , 11.59pm, (Melbourne Australia)