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 an Initiative Manager in our team you will support the customer contact centre in effective execution of an operating model that delivers strong customer and business outcomes, against a balanced cost base. 

Through strong working relationships with the various teams, this role is expected to be able to clearly articulate the contact centre requirements and works with the ANZ community to deliver timely, fit-for-purpose and cost-effective solutions for the needs of the business, ensuring progress is able to be regularly communicated to stakeholders at all levels.

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
Role Location: 833 Collins Street, Docklands VIC 3008
Work Hours: Full-time, 40hrs/week

What will your day look like?

Your key responsibilities will include, but not limited to:

• Design, implementation and embedment of contact centre initiatives in line with strategy, enabling overall objectives to be met 
• Overseeing the central engagement model for contact centres, ensuring the right decision makers and teams are engaged on change activities, and resources are being focused on key business priorities (including productivity, revenue growth, risk profile, customer experience and banker experience)  
• Integration of initiatives into the contact centre environment, representing contact centres to ensure operational requirements are met and the necessary direction is set on behalf of the contact centre leadership team 
• Analyse the operational and performance impacts of change activities 
• Inform change benefit/cost forecasts 
• Work closely with stakeholders to plan and prepare for impacts/benefits realisation 
• Facilitate prioritisation decisions 
• Ensure business readiness to deploy change activities 
• Monitor change effectiveness, identifying and implementing further embedment opportunities
• Lead in-scope CCC initiatives   

What will you bring?

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

• Experience in projects and change programs
• Advanced business acumen with strong knowledge of key drivers that enable budgeting, forecasting and business planning    
• Advanced communication skills with ability to accurately convey key messages and recommendations across organisational layers  
• Advanced ability to collaborate with senior stakeholders to support business outcomes and deliver on commercial goals    
• Advanced critical thinking with the ability to analyse situations accurately and make effective decisions

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 91514 .
 

Job Posting End Date

11/04/2025 , 11.59pm, (Melbourne Australia)