About Us

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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 Real Time Lead (Capacity & Planning Manager) is responsible for ensuring that workforce planning in Contact Centre and connected businesses is managed and delivered in a systematic and co-ordinated manner using Best in Class methodology, delivering maximised outcomes for operational performance.
As part of this, the Real Time Lead (Capacity & Planning Manager) Lead will coach and mentor Real Time Analysts, supporting the team in optimising schedules and business priorities and formulating a plan of action in circumstances where interactions deviate from the plan.

This role collaborates with stakeholders across the Contact Centre business to:
• Implement queue management strategies, innovations, and process improvement
• Identify and execute opportunities to improve staffing to overcome unplanned shrinkage or increased workload.
• Negotiate load balancing outcomes that maintains strategic business objectives and operational performance.

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

Role Type: Permanent, Fulltime.
Shift Schedule: Dayshift schedules, weekends Off, must be open to adjust if needed

What will your day look like?

As a RealTime Lead, you are accountable for:

•    Implement and oversee plans to meet performance metrics, service level agreements, and strategic objectives.
•    Foster a high-performing, member-focused culture through coaching, training, and regular performance reviews.
•    Optimise staffing, scheduling, and resource allocation to meet service demands and ensure smooth operations.
•    Conduct audits, provide feedback, and implement targeted training to enhance team performance and service quality.
•    Identify inefficiencies, leverage data, and drive enhancements to processes, systems, and performance metrics.
•    Analyse data, prepare performance reports, and present insights to senior management.
•    Communicate updates and work closely with stakeholders to ensure alignment with business goals.

What will you bring?

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

•    A ‘can-do’ attitude, open mind to change and growth mindset
•    Understanding and sound knowledge of Customer Service Operations
•    Familiarity with capacity planning at a strategic and practical day-to-day level  
•    Knowledge of ATOM and the relevant management actions
•    Proven ability in undertaking complex analysis using sophisticated processes and evaluating outcomes - drawing essential links between disparate data and ability to convey this analysis simply to the business
•    Proficiency in excel is required
•    Excellent stakeholder management and engagement skills
•    Excellent problem solving skills using data to support recommendations and escalations

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 84745.

Your Career at ANZ

Our purpose is to shape a world where people and communities thrive. That's why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.

Career development means different things to different people. It may simply mean developing a skill, broadening your experience by moving sideways or stretching yourself by moving to a different business. How you manage and develop your career is up to you. ANZ is committed to helping you do this by providing you with the support, tools and resources you need to take the next big step in your career, towards even bigger things in the future.

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and 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.

Job Posting End Date

, 11.59pm, (Melbourne Australia)