About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.

Customer Resolution has grown in complexity and responsibility as an end to end team and with that has come the necessity to effectively manage multiple priorities and deliverables. As Customer Resolution TPL, you will be responsible for key aspects of the day-to-day management of Customer Resolution teams (comprising of Complaints – Early Resolution/IDR/EDR & Complex/Hardship & Advisory, Capability & Quality, CR Systems and Business Engagement and Business Excellence), including financial and resource management, business planning and measurement, assisting the Head Of Customer Resolution with managing and prioritising flow of work and alignment between teams, ownership of the LT operating rhythm and importantly tracking of our key priorities against plan as examples. You will also help drive culture as a member of the leadership team.

Role Location:  Melbourne
Role Type:  Permanent, Full-time

Role Accountabilities

Your key accountabilities in this role will include:

• In partnership with the Customer Resolution LT, strategic planning and prioritisation of portfolio work to deliver upon strategic priorities 
• Responsible for tracking performance & value realisation from the investments ensuring alignment to the business agenda
• Day to day management of cost base, workforce and resource planning and key conduit with Finance and Strategic Delivery Portfolio
• Support HO Customer Resolution in communicating progress and strategy to the stakeholders and the portfolio 
• Drive insight on business performance and work with Customer Resolution to establish or refine strategic and tactical activities/initiatives towards the achievement of business performance improvement
• Assist with improving day to day risk management across Customer Resolution
• Play an active role in identifying opportunities for improving portfolio performance, in collaborative with other CR&R teams
• Own Op Rhythm and cadence ensuring that business performance, team engagement, and value realisation is measured and communicated for shared clarity
• Embed a culture of learning, empowerment, adaptability, delivery & collaboration
• Along with the LT provide strong people leadership and mentorship support to develop our collective team.
• Embedding the culture of learning, empowerment, rapid experimentation, adaptability and collaboration.

What will you bring?

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

• Knowledge of the Customer Resolution function, teams and processes
• Experience in delivery of business outcomes, delivering complex programs of work or a large BAU agenda
• Broad customer, product management, data, and systems experience in Retail or Commercial, and the ability to leverage that experience to build a business strategy to deliver against
• Proven commercial acumen, analytical skills and data-driven decision making
• The ability to identify, monitor and manage risks, issues and dependencies, agreeing appropriate risk responses
• Resilience and a fast-paced approach with a strong growth mindset
• Ability to develop and build a network of strong relationships across the bank and ability to influence outcomes 
• Role modelling and promoting ANZ values, New Ways of Leading and our aspirational culture and leading the team to do the same

So, why join us?

There’s something special about being part of ANZ.  From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers. 

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 and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We 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 or to view other opportunities visit www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number 64070

Job Posting End Date

 30/04/2024, 11.59pm, (Melbourne Australia)