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 Customer Alignment Coach in our Home Loan Assessment Team, you’ll play a key role in helping to deliver customer outcomes). The Customer Alignment Coach (CAC) is part of the leadership team for a cluster (group of CVTs) and supports the Customer Value Lead (CVL) and Customer Alignment Lead (CAL) by:

• Managing overall performance and productivity for a co-located group of assessors across multiple CVTs
• Coaching for confident assessor behaviours based on rules of engagement and adjust/revise coaching plans as per identified needsof performance and productivity
• Embedding ways of working and rules of engagement within the group of assessors
• Working closely with the Capacity Management COE and Production Coaches to identify and address emerging and ongoing production issues

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: 833 Collins Street, Docklands VIC

What will your day look like?

As a Customer Alignment Coach, you are responsible for:

• Support the CVL and CALs in monitoring volumes and bottlenecks across the cluster, coaching for alignment across the CVTs
• Undertake tasks associated with managing a team, including FTE and resource management,  leave forecasting and tracking, UAM, RICS, COR events and other activities as required
• Lead and care for the team, enabling team members to perform effectively in their roles
• Develop strong collaborative relationships with colleagues, Frontline Leaders and leaders across CSO
• Look for opportunities across the Lighthouse to optimize capacity and capability and therefore enhance business performance
• Provide the CVL and CALs with detailed updates on assessor performance, including insights and recommendations for improvement.

What will you bring?

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

• Operations knowledge and practical experience of workforce planning and forecasting in a complex operations environment
• Ability to use data effectively to prioritise and inform decisions.
• Curiosity, experience in solving problems and a desire to continuously improve the system.
• Ability to coach teams and facilitate improvements by role modelling collaborative problem solving and supporting the adoption of new rituals and ceremonies
• Experience in coaching individuals for growth and improved performance
• Adaptability and growth mindset approach to building capability across Home Lending assessment
• A commercial acumen that balances the needs of our customers, our people and our stakeholders.

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 91998
 

Job Posting End Date

05/06/2025 , 11.59pm, (Melbourne Australia)