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 an Associate Director, Customer Documentation in our team,  you’ll play a key role in helping to support the Director, Customer Documentation. This role will assist to deliver enhanced operational efficiency and customer experience. The role will assist in ensuring the delivery of a robust  documentation processes. In addition the role will assist with efforts to orchestrate seamless integration with transaction banking operations (eg cash management services) and lending operations (eg facility establishment) and facilitate the delivery of timely and accurate outcomes for customers across multiple segments. 

The role will contribute to efficient resource planning and allocation, identify opportunities to leverage cost effective means of delivering critical customer outcomes, business unit reporting/data management, and establishing and maintaining customer centric collaborative relationships.  

The role will be pivotal to overseeing daily activities of the Documentation and Data team, act as the contact point for the team in relation to guidance on any complex matters, facilitate delivery of quality service and operational excellence with regard to customer outcomes, playing a critical role in helping digitise our service offering and provide step up to provide coverage when the Director, Customer Documentation  is unavailable
 

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: Melbourne

Work Hours: Full Time

What will your day look like?

This role is accountable for:

•    Key contributor to meeting or exceeding customer expectations with efficient and accurate execution of multiple processes in varying degrees of complexity
•    Work collaboratively with domestic and offshore capability centers, senior leaders in product and coverage, senior leaders within COO and occasionally with        ILT executives
•    Collaborate with teams such as Lending Fulfilment/Service, Onboarding, Trade Operations to ensure seamless integration of customer documentation processes across different product lines
•    Ability to juggle multiple projects and activities concurrently with a 'can do' attitude to benefit the customer with a focus on digitising our offerings. 
•    Key assistance provided to regularly evaluate and optimise customer documentation process for efficiency, accuracy, and speed. Provide inputs to augment process including solutions to streamline document generation, review, and collateral management.
•    Partner with the Director, Customer Documentation role to embed a strong  service culture to help identify, articulate and eliminate root causes behind any recurrent customer challenges
•    Manage team capacity to ensure appropriate SLA expectations across all areas are met.
•    Contribute to the development and management of efficient and best practice reporting analytics to generate customer and banker insights, drive team performance, produce stakeholder reporting and aid decision making re product strategy and exceptions
•    Assist with the use of customer data to glean insights, driving process improvement delivering operational efficiencies and ensusring alignment with various strategic inititves
•    Partner with the Director, Customer Documentation role and provide inputs in relation to cost effective strategies whilst mainting the required level of service quality
•    Provide coaching, support, training and guidance to the members of your team to drive personal growth and career development
•    Be the key liaison and engagement lead with the appropriate functional areas, including the Institutional Operations Change function, to oversee the implementation of the required improvements and strategic initiatives.
•    Follow the Risk and Assurance escalation process as required, ensuring compliance with relevant standards, policies, legislation and regulations (Statutory and Regulatory), ensuring relevant checks are in place to minimize the potential for operating losses 
•    Ensure ANZ’s core values are always maintained in dealing with staff, colleagues and customers Resolving internal & external issues or escalating thought out solutions as required
•    Provide widespread general/critical business and operational support and work in close collaboration with the the wider COO leadership team
 

What will you bring?

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

•    Exceptional focus on the end to end customer experience
•    Ability to quickly adapt and grasp new knowledge, skills and content
•    Strong collaboration, relationship, network and communication skills
•    Curiosity, experienced in solving complex problems and a desire to continuously improve the system
•    Strategic mindset, highly commercial with a proven ability to balance risk/reward priorities
•    Drive cost reduction/productivity initiatives / quality initiatives whilst maximising service delivery outcomes
•    Demonstrated ability to lead and inspire others through effective leadership practices and behaviours
•    Highly developed analytical and problem solving skills to enable identification of multiple issues involved with complex business issues and to develop acceptable solutions for customers and the business
 

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 94329 .
 

Job Posting End Date

19/05/2025 , 11.59pm, (Melbourne Australia)