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 customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

About the Role

As a Head of Service and Onboarding in our Institutional Operations team your role will be integral to the successful of the Institutional Divisions Service & Onboarding proposition of Operations for our Institutional customers. You will lead a team of:

1. Trade, Payments & Cash Client Service specialists that will manage client facing engagements, proactive service delivery, enquiry/case management and regional escalation activities

2. Onboarding, customer ongoing due diligence and customer maintenance activities to ensure compliance with ANZ Policy and HKMA regulations.

Proactively engaging with Institutional customers on a day-to-day basis to support the frontline relationship and product teams ensure high quality Service & Onboarding outcomes. Delivering a regional proposition for our Client Service and Onboarding functions to our customers as well as our Relationship and Product lines.

Role Type: Full Time, Permanent   
Role Location: Hong Kong

What will your day look like?

As a As a Head of Service and Onboarding in our Institutional Operations you will be responsible for;

Client Service (Trade, Payments, and Cash Management)

• Ensuring services are delivered in a manner that meet client expectation and comply with bank obligations and regulatory requirements for the clientele of ANZ Banking Group

• Optimize client satisfaction, ensure teams to deliver services with consistent high quality and productivity

• Manage and partner with business stakeholders to develop operating solutions for complex client requirements arising from new business or client change requests and for managing clients onto our platform

• Drive continuous improvement through automation and process streamlining, oversee and deliver on customer efficiency initiatives

• Manage a team of Trade, Payments and Cash service professionals in Hong Kong as well as in the Bank’s Group Capability Centres (GCC) in Bangalore and Manila.

Onboarding

• Supporting a “Onboarding for service” utilitylike capability that will assist Institutional Relationship teams and Institutional customers in the Onboarding various processes, i.e., New to Bank (NTB) and ongoing maintenance including Periodic Reviews.

• Lead a team of Onboarding Specialists in Hong Kong and in the Bank’s Group Capability Centres in Bangalore and Manila providing a customer centric approach that minimises effort and improves the client experience

• Ensuring Onboarding “collect” requirements are fully compliant with ANZ regulatory obligations and ANZ AML/CTF policies and procedures.

• Ensuring team members locally and GCC are trained to deliver a best-in-class Service & Onboarding client experience – skill, customer focus, onboarding knowledge.

• Managing internal/stakeholder reporting, escalations, providing subject matter expertise

• Ensuring Banker satisfaction with the Onboarding service (as the agent on behalf of the RM/Banker who has “primary” responsibility for Onboarding).

• Driving continuous improvement that will enhance the customer experience and reduce cycle times to transaction process and Onboarding through the use of data and insights

What will you bring?

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

• Solid Client Service, Trade, Payments and Cash product and Onboarding knowledge of banking operations, internationally and locally.       
• Extensive years working experience in institutional banking operations and in a managerial position leading local and centre of excellence type teams
• Ability to work collaboratively across organizational boundaries and build strong working relationships with stakeholders and peers
• Ability to lead the team to manage the execution of transactions/activities within the committed turnaround
• Manage the team to ensure no breach of internal policy and regulatory requirements.
• Develop training framework to upskill the team and lead by example to maintain an on-going improvement culture 

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 are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

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 72499.

Job Posting End Date

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