CSO Development Coach

Req ID: 81994

Department: AR Customer Services Ops Operations Performance

Division: Australia Retail

Location: Quezon City

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

The CSO Development Coach will be responsible for the percentage of their trainees that graduate and the performance of these trainees as it relates to meeting the predetermined operational service standards and metrics

As a Development Coach, he/she will also be expected to:

be a custodian of the training programs and responsible for its appropriateness and relevance, the inclusion of the most current content as well as the incorporation of tried and tested best practices from the live environment
be accountable for contributing to the cross skilling of resources as it relates to building a centre of excellence.
implements the standardized customer interaction practices
work in partnership with Operations Managers, Team Leaders and Quality Officers to ensure training and coaching programs are in alignment with business requirements
assist new project initiatives in developing and facilitating training
develop exceptional facilitation skills across a range of collections and fraud domains to deliver best practice learning solutions across the business
coach and train team members in the ANZ products/policies/procedures including induction training of new officers and upskilling of existing officers.

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 Location: MDC 100 Building, Eastwood City, Libis, Quezon City, Philippines
Shift Schedule: Dayshift schedules, weekends Off, must be open to adjust if needed

What will you bring?

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

proven experience in training facilitation (both communication as well as process specific training)
experience in end to end training delivery and Instructional design
holds self and trainees accountable for results. Gets tasks & commitments executed with a sense of urgency
experience as a team leader in operations is an advantage
experience in either customer service, sales, fraud, or collections
Excellent communication skills (consistent 4.5 across the BUPLAS Scale)

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?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.

We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.

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, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 819984

Job Posting End Date

02/12/2024 , 11.59pm, (Melbourne Australia)