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 an Operations Manager in the Commercial Operations, you will lead a team of 10 customer service experts. Your main responsibilities include ensuring that the needs of Small Business Customers, originating through ANZ GoBiz, ANZ’s Online Lending Application channel are met within specified SLAs for turnaround time and quality. You will also ensure your team provides exceptional phone-based customer service to commercial customers, adhering to best practices.

Your ability to coach, mentor, and develop people with empathy will be crucial in fostering a high-performing and engaged team. In addition, You will support the Commercial Ops Lead and Senior Commercial Operations Manager to execute the strategic plan and direction for the team in Manila.

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: Makati City
Schedule: Mon-Fri, Day Shift 

What will your day look like?

As the Operations Manager/ Team Leader, you will:

• Ensure customer outcomes are delivered, re met within specified SLAs focusing on speed to market, customer experience and strong turn around time metrics
• Ensure optimal resource loading and capacity planning, in conjunction with other Operations Managers, to realise optimal service level delivery against minimal cost
• Work closely with internal Commercial stakeholders and other commercial leaders  to enhance the product delivery and performance and share insights to improve customer experience and output.
• Creating an environment where staff are engaged and motivated to outperform as individuals and as a part of a team through role model leadership and behaviours. Facilitate and work with subject matter experts and coaches to develop and implement training and development plans to allow the team the opportunity to grow and develop
• Playing a key role in contributing to risk and compliance management within the bank, by ensuring the team operate in a manner consistent with Group and ANZ policies and procedures and relevant Government legislation
• Being the driver that promotes a continuous improvement culture and assist the subject matter experts and business leaders to develop the ideas for change
• Drive compliance with the guardrails for operational process and policies to ensure consistency across the operations.
• Take and manage customer escalations as required.
• Provide support to the Commercial Ops Lead and Senior Commercial Operations Manager as required  

What will you bring?

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

• Prior team leadership experience with proven strong leadership & people management skills, including experience in coaching individuals and teams for growth and improved performance
• Solid understanding of bank systems, products, policies, procedures and services
• Strong planning and coordination skills, with the ability to prioritize tasks effectively, even when under pressure in a dynamic work environment.  Your capacity planning knowledge and commercial mindset that is always front of mind helping you to lead your team successfully.
• Demonstrated ability to analyse and implement change management processes, and the adaptability and growth mindset approach to building capability in the team 
• An acute awareness of industry expectations around protecting both ANZ and customer from privacy breaches, regulatory infractions; or any other non-financial risk event
• Strong problem solving and decision-making skills, advanced interpersonal and facilitation / presentation skills 
• Strong attention to detail and a genuine concern and drive to continually sustain and improve Quality and Standards and maintain the balance between time, cost and quality

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 Manila 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 96416.

Job Posting End Date

02/06/2025 , 11.59pm, (Melbourne Australia)