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 a Change Expert, you will be a pivotal member of a global team dedicated to driving change within the Financial Wellbeing Assist (Collections and Hardship) operational team. Your role will emphasize change management, requiring you to build and nurture relationships with cross-functional teams to effectively manage process changes, conduct impact analyses, draft business requirements, and ensure thorough documentation. You will proactively identify and remove roadblocks to guarantee successful project delivery across various geographies.

You will collaborate with diverse teams, including but not limited to Operations, Global Capability Centre support teams, Capability, Knowledge, Operations, Business Governance, Legal, and Operational Excellence. Your expertise will be crucial in creating shared clarity across the group, encompassing reporting, progress tracking, compliance with regulatory requirements, risk management, and milestone delivery.

Multipe positons are availbe.

What will your day look like?

• Streamlining and reengineering business processes to support change management initiatives.
• Understanding business architecture and processes to continuously improve, simplify, and enhance the customer experience.
• Documenting detailed business requirements and collaborating with stakeholders, operational teams, and change teams to ensure a comprehensive understanding of initiatives.
• Transforming requirements into user stories with clear acceptance criteria.
• Conducting thorough impact analyses to assess the effects on each functional team.
• Making effective decisions that balance customer satisfaction, process development, quality, and risk.
• Identifying and managing risks to ensure they are mitigated and do not impact delivery.
• Verifying the current state and documenting the future state.
• Supporting change and implementation activities to ensure all impacted teams and roles are trained, equipped, and ready to manage the change.
• Supporting operational and feature readiness, and providing ongoing support for changes, such as problem/incident management.
• Leveraging collaboration and knowledge-sharing tools (e.g., Confluence, JIRA, SharePoint).
• Coordinating with cross-functional teams to ensure smooth and effective implementation of changes.
• Documenting and governing testing processes, including UAT, BVT, systems, and SIT.
• Developing and facilitating learning materials and training guides, such as KnowHow procedure guides, Huddle Helpers, and Quick Reference Guides (QRG).

What will you bring?

• A deep passion and curiosity for understanding customers, their needs, and desires, always placing them at the center of your work.
• Functional experience or expertise in one or more of the following areas: Business Analysis, Change Management/Implementation, Business Process Architecture, or Continuous Improvement.
• The ability to explore customer needs using data-driven approaches, develop and implement innovative solutions, test outcomes, and iterate as needed.
• Strong problem-solving skills.
• Knowledge of market and industry trends.
• The ability to influence and build relationships, and manage stakeholders effectively.
• An understanding of the business landscape.
• Analytical thinking capabilities, Excellent communication and facilitation skills & Keen observation skills.

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 99060 .
 

Job Posting End Date

27/06/2025 , 11.59pm, (Melbourne Australia)