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 Stream Manager in our Retail Customer Contact Centre team, you’ll play a key role in engaging with key stakeholders from business, operations, technology, and compliance teams, ensuring alignment, effective communication, and successful adoption of new systems and processes. By driving change management strategies, stakeholder engagement, and clear communication, this role is pivotal in ensuring the success of technology transformation while managing the impact on Staff, customers, and operational performance.

You will lead the change management and communications efforts for a technology solution implementation and ensure a seamless transition while enhancing operational efficiency and customer experience across multiple geographies.

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: 12 months Fixed-term Contract
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:

• Lead the development and execution of change management strategies to support the successful implementation of technology solutions in the retail contact centre.
• Design and implement change initiatives that ensure smooth adoption, reduce resistance, and enhance Staff engagement with new processes and systems.
• Engage with senior leadership to align change initiatives with business objectives, ensuring that all changes are communicated effectively across all levels of the organisation.
• Provide leadership in managing the people side of change, including preparing, supporting, and equipping staff to successfully adopt new systems, tools, and ways of working.
• Develop and implement a comprehensive communications strategy to keep all stakeholders informed throughout the project lifecycle.
• Serve as the primary point of contact for internal communications related to the project, ensuring stakeholders receive timely and clear updates.
• Collaborate with training teams to develop and implement training programs for Staff, ensuring they are equipped to use new systems and processes effectively.
• Provide ongoing support to staff during the transition period, addressing concerns, gathering feedback, and ensuring continuous improvement in the adoption process.
• Monitor employee engagement and feedback, adjusting change management strategies as necessary to ensure successful adoption.
• Address communication challenges that arise during the change process, ensuring transparency and addressing concerns quickly and effectively.
• Ensure governance structures are in place to monitor the impact of change, ensuring accountability and ongoing communication throughout the project lifecycle.
• Conduct post-implementation reviews to assess the effectiveness of change management and communication strategies, capturing lessons learned and areas for future improvement.

What will you bring?

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

• Proven experience in managing change management and communication initiatives, particularly within contact centre or customer service environments.
• Demonstrated ability to lead complex change efforts involving technology , with a focus on driving employee engagement and operational efficiency.
• Strong track record of working with cross-functional teams and managing stakeholder relationships at all levels.
• Experience in managing communication strategies across multiple geographies and diverse stakeholder groups.
• Expertise in change management, including training, communication, and business readiness strategies.
• Experience in leading technology deployment projects to support frontline staff across contact centres.

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 92205 .
 

Job Posting End Date

22/04/2025 , 11.59pm, (Melbourne Australia)