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 Operations Lead, you will optimise high-impact, regulated processes and supports various functions within the CSO. The role ensures smooth transitions, resolves issues, streamlines operations, and maintains compliance. This role involves leading a global team, removing obstacles, developing staff potential, collaborating to enhance business performance, reduce costs and improve customer outcomes, and is expected to lead accountability for delivery. The role will manage the daily operations of Ongoing Customer Due Diligence (OCDD) and work together with other remediation teams and support, overseeing all operational aspects in line with operational excellence principles, including performance metrics, capacity planning, process improvements, and regulatory changes.

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, Full-time 
Role Location: 12F Solaris One Building, 130 Dela Rosa Street, Legaspi Village, Makati City
Work Hours:  Day Shift 

What will your day look like?

As Operations Lead, you will:

• Create and foster an environment of performance improvement to reduce operational expense through effective management of resources and delivery of continuous improvement initiatives.
• Identify and implement opportunities and changes to enhance productivity, reduce touch points, and achieve higher customer success rates.
• Oversee SLA adherence, critical deadlines & remediation efforts.
• Support the design and execution of the strategy and operating models to innovate and improve service delivery, focusing on excellent customer service.
• Build collaborative relationships with senior stakeholders to meet initiatives and milestones and influence them to achieve better customer and financial outcomes.
• Deliver on customer metrics – Quality, Service Levels, Complaints management.
• Champion improvement across the various teams through reviewing processes and implement changes to achieve high level of efficiency & customer experience.
• Support the efficiency use of tools and customer data trends that helps to understand and grow the business.
• Adhere to ANZ's risk and compliance protocols and ensure staff adherence to ANZ policies and procedures, plus relevant Government legislation.
• Create an energised and motivated environment and build a culture of 'out-performance”.
• Drive a culture of outperformance across the business and with emphasis on improving the inconsistent performers.
• Build and maintain relationships and networks, with peers, business partners, internal and external stakeholders and management at all levels, to enable objectives to be achieved.

What will you bring?

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

• Well-developed interpersonal skills with the ability to communicate effectively with key stakeholders, all levels of employees and management.
• Excellent verbal and written communication skills with the ability to liaise with internal and external stakeholders.
• Role model the eight operational excellence principles.
• Maintains commitment to change and is an advocate for continuous improvement.
• Ability to see things as our customers do, make improvement or influence change to improve service standards, quality of outcomes, customer experience and address systematic issues.
• Proven analytical and influencing skills, and an extensive problem-solving toolkit, has ability to identify risks and impacts, solve complex problems, devise solutions and corrective actions.
• Ability to define and articulate business and customer needs and drivers to inform decision making, assess and design solution outcomes and identify capability gaps (people, process and technological).
• Comprehensive understanding of the need to mitigate business operational risks in line with established risk management and compliance frameworks.
• Sound knowledge of ANZ compliance and AML policies.
• Comprehensive understanding of the domain/segment/operations, its customers and related business drivers in context of the desired outcomes and impacts on other domains/segments.
• Comprehensive Banking and Finance experience and domain expertise.
• Continues to build on sound knowledge of operating environment.
• Completed, enrolled or scheduled to participate in the AOD program.

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 95512.

Job Posting End Date

16/05/2025 , 11.59pm, (Melbourne Australia)