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 Service and Onboarding, you will play a critical leadership role in driving the success of the Philippines business by overseeing the Client Services and KYC (Know Your Customer) teams. This role is responsible for ensuring the seamless onboarding of clients, delivering exceptional service experiences, and maintaining operational excellence across all client touchpoints.

You will lead efforts to ensure full compliance with Anti-Money Laundering (AML) laws and regulatory requirements by managing robust customer due diligence processes during onboarding and throughout the client lifecycle. A key focus of the role is to implement and support risk-based solutions that promote sustainable, well-managed, and compliant business outcomes.

You are required to be a strategic thinker and strong people leader who can foster a high-performance culture, drive continuous improvement, and build collaborative relationships with stakeholders. The successful candidate will be instrumental in delivering a comprehensive, end-to-end service proposition that supports business growth and client satisfaction.

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: Solaris One Building, 130 Dela Rosa St., Legaspi Village, Makati City  

Role Type: Permanent, full-time

What will your day look like?

You will be responsible for the following:

• Assist the COO to run the business in accordance with franchise plan and budget
• Identify process changes to reduce cost and/or drive increased revenue
• Use Voice of Customer to make recommendations to stakeholders that will influence customer experience
• Proactively support the COO function in driving the ANZ PH Strategy by leading initiatives in improving banking and customer experience
• Responsible for oversight on customer support Client Services and enablement KYC function
• Ensures all the queries and transactions are handled promptly within SLA by the team.
• Ensure adherence to internal policies to prevent Bank from the risk and fraud.
• Handle escalations from team members till its complete resolution of the customer’s problem.
• Identify and implement initiatives to improve customer experience   
• Drive a culture of outperformance across the business, focussed on the one ANZ values
• Engage in difficult conversations, negotiations, conflict management strategies and approaches

What will you bring?

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

• Extensive experience in client services, onboarding, or compliance roles within the banking industry.
• Familiarity with banking services operations, particularly in client servicing, onboarding, and compliance.
• Proven experience in a leadership role with the ability to lead, motivate, and develop high-performing teams, with a focus on service excellence and continuous improvement.
• Understanding of local AMLC regulatory requirements in the Philippines and regional/global compliance standards.
• Deep understanding of AML, KYC, and regulatory compliance frameworks, with the ability to implement and oversee risk-based controls.
• Demonstrated experience in leading transformation initiatives, improving service delivery, and managing regulatory audits or reviews.
• Understanding of banking products and services, including cash management, trade, lending.
• Demonstrated experience in managing client servicing functions within a banking or financial institution, including onboarding, account maintenance, and issue resolution.

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.

To find out more about working at ANZ visit  https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 98294.

Job Posting End Date

23/06/2025 , 11.59pm, (Melbourne Australia)