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

Our vision is to shape a world where we help communities and people thrive, while helping Aussies improve their financial wellbeing.  We’re reinventing banking, and that starts with how we care for our customers.  As our Initiative Lead - Transition Management, you will be pivotal in helping to plan, communicate and execute the transition towards a new digital customer engagement and enterprise customer contact strategy, embed business adoption and establish new operational ways of working.

This newly created role sits within Retail Physical Channels, Customer Engagement Hub. You will lead the transition from legacy customer contact assets to new enterprise platforms, ensuring operational excellence and risk mitigation. You will be responsible for developing and executing the transition roadmap in alignment with the target customer engagement strategy, balancing customer experience, banker enablement, and cost-to-serve considerations. Success in this role requires close consultation with channel leaders, product owners, digital teams, finance, technology, procurement, marketing. You will be required to work consistently and constructively with large, diverse, and strategic stakeholders groups within the Customer Engagement Hub and the wider enterprise, to create and execute upon a feasible and operationally robust plan.

Lead the transition from legacy to new customer contact assets, ensuring operational excellence and risk mitigation.

Role Location: 833 Collins Street, Docklands VIC 3008
Role Type: Permanent, full-time (40 hours per week)

What will your day look like?

As the Transition Lead, you will be accountable for:

• Strategic Planning: Assessing current capabilities, identifying areas for improvement, and outlining a transition roadmap for change implementation.
• Operational Leadership: Provide end-to-end operational management across all customer and banker engagement assets, ensuring seamless business-as-usual (BAU) and transition operations, proactive issue resolution, and continuous improvement of processes to deliver reliable, scalable, and future-ready business services.
• Change Leadership: Accountable for the execution of the transition strategy and ensuring that the people and organisational change approach of the transition program is effectively scoped, planned, delivered and embedded
• Change Management:  Implementing change management methodologies to minimise resistance and facilitate smooth transitions. This includes conducting impact assessments, creating communication plans, and providing input to training and support to impacted Customer Engagement teams (cross channel). 
• Stakeholder Engagement: Effective communication and collaboration with stakeholders is paramount. The Transition Lead ensures that all stakeholders understand the rationale behind the transformation, are engaged in the process, and provide support throughout.
• Risk Management: Execution to plan, costs and benefits aligned to corresponding initiatives and deliverables meeting our business objectives, while landing change safely and sustainably for our people and customers
• Knowledge Sharing: They promote knowledge sharing and learning across the organisation, capturing insights and best practices from the transformation journey to inform future initiatives

What will you bring?

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

• Proven experience in leading large-scale transformation in direct-to-consumer channels, ideally within retail banking.
• Deep expertise in technology asset management, business operations, and program/change management.
• Expertise in Change Management principles, methods, processes, and best practices, including pragmatic approaches. 
• Experience in both Agile and Waterfall methodologies and ability to apply the right model for optimal results. 
• Strong knowledge of ANZ systems and products, including technology delivery and frontline sales/service processes. 
• Proven track record in leading customer and frontline-impacting change initiatives with quality outcomes. 
• Exceptional stakeholder management, communication, and presentation skills, coupled with teamwork and problem-solving abilities. 
• Comfortable working in ambiguity, digitally literate, and passionate about innovation and creating possibilities.

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 108228 .
 

Job Posting End Date

, 11.59pm, (Melbourne Australia)