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

ANZ aspires to have an outstanding reputation with our customers, financial counsellors and regulators. As a champion for fair treatment for customers, Senior Managers at Customer Resolution in the Controls & Customer Outcomes (CCO) Portfolio will directly manage teams that are responsible for fair and consistent customer outcomes for complaints escalated via internal channels, AFCA, and other industry bodies and interest groups. The Senior Manager will report to and support the Head of Customer Resolution. This operational leadership role will help ensure ANZ’s dispute resolution practices are met to a high standard to meet regulatory obligations and complaints are investigated to ensure fair and consistent outcomes for customers.

Reporting to the Head of Customer Resolution, as a Senior Manager for Hardship and Advisory, will use your technical knowledge about hardship, collections and credit reporting together with an understanding of the regulatory environment to lead their team and collaborate with the relevant business units and AFCA.

Role Location: 833 Collins Street, Docklands VIC 3007

Role Type: Permanent, Full time

What will your day look like?

As a Senior Manager, you will be accountable for:

• Effective dispute resolution by working closely across the division, the whole of the bank, and with industry bodies (primarily AFCA) to ensure fair, consistent and timely customer complaint resolution
• Day-to-day leadership and balancing act of operational rhythm, resource and capability management, escalations, guidance and performance management, recruitment, stakeholder engagement, continuous improvement through reflection and planning and championing innovation
• Collaborating with the relevant business units to share insights aimed at addressing complaint drivers to improve the customer experience
• Identifying and ensuring risk events are appropriately managed together with any process uplift treatments
• Building workforce capabilities through acquisition, upskilling and reskilling of our staff and leaders
• Maintaining and exercising most senior complaints CAD decisions in line with the CAD framework and overseeing the appropriateness of your team of Credit Specialists
• Being the Complaints point of contact for the Financial Counsellor community inclusive of participating at conferences

What will you bring?

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

• A passion for the customer and how we deliver to their needs and expectations with empathy
• Senior manager level acumen with proven experience leading complex and dynamic operations and have experience leading operations with regulatory requirements
• Significant experience in coaching and mentoring people leaders and staff, with experience in leading, building and coaching resilient high-performance teams with a growth mindset
• Leadership style that is known for strong employee engagement amidst a challenging environment
• Ability to build productive relationships with team members, customers, peers and stakeholders
• Understanding of dispute resolution principles, customer advocacy and regulatory compliance and technical knowledge about hardship, collections and credit reporting including an understanding of the regulatory environment relating to hardship and credit reporting

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• Excellent communication, stakeholder management, influencing skills and investigation skills, supported by data-driven, analytical and evidence-based mindset 
• Strong ability to identify, monitor and manage risks, issues and dependencies, agreeing appropriate responses
• Experience in co-designing and delivering sustained operational changes and reputational improve
• Well recognised internally and externally for dispute resolution and customer advocacy
• Ability to quickly gather information on operational matters and communicate with key stakeholders

“Good to have” knowledge, skill and experience:

• Tier 5 and above CAD with experience making credit decisions
• Proven experience in managing senior relationships with external representatives and AFCA

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 92525.
 

Job Posting End Date

09/06/2025 , 11.59pm, (Melbourne Australia)