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. ANZ Institutional provides world class solutions for customers that move goods and capital across the region, and helps them sustainably grow their businesses.

About the Role

Reporting to the Global COO, Institutional, the General Manager, Customer Delivery is accountable for the end-to-end delivery of Institutional customer operations across ANZ's Global Capability Centres. The role leads customer delivery teams supporting Institutional KYC, Lending, Transaction Banking Cash, Trade and other enterprise customers utilising Institutional wholesale products and services. With responsibility for approximately 900 employees across multiple locations, the role is accountable for ensuring customer outcomes are delivered simply, safely, efficiently and consistently across/to all markets.

The role drives customer experience, operational resilience, workforce flexibility and productivity through a globally integrated delivery model that optimises capacity, capability and performance while reducing complexity and supporting ANZ's strategic and financial objectives. As a member of the Institutional Operations Leadership Team, the role shapes enterprise strategy, leads major transformation and simplification initiatives, and is accountable for financial performance, investment decisions, workforce productivity and portfolio outcomes across the Customer Delivery function.

Role Type: Permanent
Role Location: Melbourne
Work Hours: Full-time

What will your day look like?

Your key accountabilities in this role will include:

• Lead end-to-end Institutional customer delivery across the GCC network, ensuring strong customer, service, workforce, risk and productivity outcomes through a globally consistent operating model focused on customer outcomes.
• Drive simplification, automation, process redesign and change initiatives that improve customer outcomes, reduce operational complexity and deliver sustainable productivity and transformation benefits.
• Develop a flexible, multi-skilled and future-ready workforce through strategic workforce planning, recruitment, capability development, leadership growth and a high-performance culture.
• Own portfolio financial performance, including expenditure, workforce costs, productivity commitments and transformation benefits, balancing investment, service, resilience and risk outcomes.
• Leverage operational, customer and market insights to identify improvement opportunities, inform strategic decisions, prioritise investments and enhance operational effectiveness.
• Build trusted relationships and influence enterprise stakeholders to improve customer journeys, operational effectiveness and workforce outcomes, ensuring customer delivery considerations are reflected in key decisions.
• Maintain a strong risk and control environment, ensuring compliance with regulatory, financial crime, conduct and non-financial risk obligations within ANZ's risk appetite.

What will you bring?

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

• Extensive executive leadership experience within Institutional Banking, Operations or large-scale customer servicing environments, with deep knowledge of Institutional clients, products, customer journeys and wholesale banking operations.
• Proven ability to lead large, geographically dispersed and multi-skilled workforces in complex, highly regulated environments, fostering high performance, accountability and customer focus.
• Strong strategic and commercial acumen, with demonstrated success balancing customer, risk, workforce and financial outcomes while navigating evolving market, regulatory and competitive landscapes.
• Proven track record leading large-scale transformation, change, productivity and cost optimisation programs across complex organisational environments.
• Exceptional stakeholder management, influencing and negotiation skills, with experience partnering and aligning senior executives across business, product, risk, technology and country leadership teams.
• Advanced capability in operational performance management, analytics, workforce optimisation, risk governance and the application of data-driven insights to improve customer, operational and financial outcomes.
• Advanced capability in operational performance management, workforce optimisation, and the use of data and analytics to drive customer, operational, and financial outcomes.
• Strong understanding of regulatory frameworks, operational risk disciplines, and governance requirements relevant to global banking operations.

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 are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

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 125093.

Job Posting End Date

07/10/2026, 11.59pm, (Melbourne Australia)