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

The First Nations Support Line at ANZ provides specialised, culturally aware banking services to Aboriginal and Torres Strait Islander customers, particularly those in remote communities who face barriers such as limited access to branches, ATMs, internet, and identification.

The Team Manager, who will be culturally trained, leads a team of consultants supporting First Nations and vulnerable customers. The role also includes engaging with key internal and external stakeholders and acting as a point of contact for community members and colleagues seeking guidance on how best to support customers.

Role Type: Permanent

Role Location: ANZ Head Office (Melbourne, Sydney, Perth, Adelaide, Brisbane & Darwin)

Work Hours: 40 Hours per week

What will your day look like?

As a Team Manager – First Nations Support Line, you are accountable for:

• Champion engagement, culture, innovation, diversity and career growth by coaching and developing individuals, promoting ANZ values, and acting as a change advocate.
• Actively coach, mentor and performance-manage team members through regular feedback, coaching sessions, and development planning, ensuring they acquire the skills needed for strong performance.
• Onboard, train and support new team members, including trainees, and act as an SME and escalation point for complex customer needs.
• Share knowledge, insights and best practices to foster an always-learning environment and collaborate effectively with colleagues and key stakeholders across the business.
• Create an environment that delivers excellent customer service by ensuring timely, courteous responses to enquiries and coaching the team to meet Interaction Standards, deliver great banker experience, and follow process requirements.
• Promote customer-centric decision making and ensure the Voice of Customer is front of mind.
• Support customers’ transition to digital and self-service channels, including education on easy ways to bank and proactive engagement with vulnerable customers.
• Seek opportunities for appropriate customer referrals to specialist teams and help prevent financial loss by ensuring compliance with relevant processes.

What will you bring?

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

• A demonstrated connection to and passion for supporting Indigenous communities, with strong understanding of ANZ’s Reconciliation Action Plan.
• Experienced people leader with strong coaching abilities, team management experience, and a strong sense of purpose in improving customer financial wellbeing.
• Deep customer focus, excellent phone manner, and strong communication skills with the ability to engage and understand stakeholder needs.
• Active user and promoter of technology, with the ability to adapt to change, multitask, and work effectively in dynamic environments.
• Strong work ethic, resilience, professionalism, and ambition.
• High attention to detail, accuracy, and a continuous improvement and growth mindset.
• Strong external connections with First Nations communities and the ability to build and maintain meaningful relationships.
• Proven stakeholder engagement and relationship management skills, with a strong stakeholder-focused approach.
• Proactive, shows initiative, and demonstrates strong problem-solving capabilities.
• Knowledge and experience in retail banking, digital adoption, and branch optimisation.
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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 112837 .
 

Job Posting End Date

, 11.59pm, (Melbourne Australia)