Team Lead - Customer Engagement

Req ID: 122478

Department: National Business Centre

Division: Business & Private Bank

Location: Docklands

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 a Team Lead- Customer Engagement you will be responsible for leading a team of bankers to deliver excellent outcomes for customers across the functions that sit within the National Business Centre, including Cashflow Solutions, Lending Solutions, Customer Engagement, and Remote Optimisation & Delivery teams.
In addition to the respective teams’ sales & revenue outcomes and customer experience deliverables, the role has responsibility for ensuring a well-managed, compliant business and an engaged workforce to deliver on Commercial strategy.

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 Type: Permanent
Role Location: 839 Collins St, Docklands VIC 3008
Work Hours: Full Time (40 hrs per week)

What will your day look like?

As a Team Lead- Customer Engagement , you will:

• Overall sales & revenue performance measured by Business Lending FUM drawn and other cross-sell opportunities.
• Reduction in customer & product attrition across Business Lending, Home Lending, Business Accounts and Working Capital
• Driving outstanding customer experience and outcomes measured through Net Promotor Score improvement
• Team productivity to ensure that customers are efficiently & proactively managed through a well-executed sales operating rhythm measured through response times & successful conversion of opportunities
• Overall accountability for having a well-managed business relating to operational risk and credit risk
• Establishing a coaching culture where bankers and leaders develop deep credit expertise and are able to reach their full potential and where learning is embraced & embedded
• Developing strong relationships, influencing & collaborating with internal stakeholders to solve complex problems. Creating a truly customer-focused culture (deeply embedded practices such as quality needs-based conversations, acting on customer feedback, resolving complex complaints etc.)
• Delivering exceptional customer responsiveness through the effective operational management of the business (resource planning, rostering, operational efficiencies etc.)

What will you bring?

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

Strong Commercial Credit Assessment expertise with in-depth knowledge of SBB lending processes, credit policies, risk evaluation, and credit structuring.

Proven ability in Stakeholder and Relationship Management, building trusted partnerships and influencing outcomes across multiple business functions

Excellent coaching and mentoring capabilities, supporting individuals and teams to achieve performance and development goals.

Strong problem-solving and analytical skills, with the ability to assess complex situations and implement effective solutions.

Demonstrated customer solutioning capability, identifying customer needs and delivering tailored financial and lending solutions.

Strong commercial acumen and strategic thinking, with the ability to drive business outcomes and create long-term value.

Effective influencing and negotiation skills, gaining commitment from stakeholders and driving successful outcomes.

Passion for helping business owners thrive through sound financial guidance and lending expertise.

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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?

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 122478 .

Job Posting End Date

10/09/2026, 11.59pm, (Melbourne Australia)