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 EDB Operations Manager role will form part of the Customer Contact Hub – Australia Retail Division management team and have responsibility over Voice Teams based in Manila. These Teams support customers 24 hours, 7 days a week, with enquiry types such as General Account Inquiries, Transaction Disputes, Digital Banking Support and DDA and Credit Card closures. The role’s key responsibilities include managing, planning, and developing in line with the overall contact centre strategy and effectively executing change in order to deliver key performance indicators including our regulatory obligations.  The role is also responsible and pivotal in tracking, measuring and reporting of the productivity and quality metrics, as well as in supporting the growth development of Team Leaders and Bankers. You will play a pivotal role as a member of the Leadership Team in driving the Manila Contact Centre hub toward achieving its monthly operational targets and supporting its continued growth.

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: Permanent, Full-time
Role Location: MDC 100 Building, Eastwood, Quezon City / Solaris One Building, Dela Rosa Street, Makati City
Work Hours: Shifting schedules

What will your day look like?

As an EDB Operations Manager, you will:

• Drive the performance of a cluster of teams to meet SOW Service Levels and Business Key Result Areas (KRAs)
• Lead the professional growth (capability and competence) of Team Leaders and bankers of the assigned cluster
• Construct and drive stream-wide initiatives that uplift performance and engagement
• Design, develop, and implement strategic roadmaps for operational transformation, workforce optimization, and customer experience enhancement.
• Performance against our Non-Financial Risk and Regulatory responsibilities
• Manage operating cost to plan and align operational and process improvements with strategies in relation to FTE management and operational cost reduction.
• Create a high-performing team culture through strong leadership, effective succession planning, performance management, and structured career development
• Serve as the primary escalation point for all operational and service-related issues, ensuring timely resolution, root cause analysis, and implementation of corrective actions

What will you bring?

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

• Extensive years of experience in banking / financial services industry / contact centre industry with current and practical knowledge of consumer service operations
• Ability to coach effectively to uplift the capability of leaders and bankers through regular coaching routines, delivering improved performance outcomes.  
• Strong knowledge of banking Non Financial Risk and regulatory responsibilities  
• Ability to move product and process initiatives forward and deliver customer service key results in a cross-functional and matrixed organisation ability to work in teams distributed across the globe, including experience in different markets and locations
• Proven organizational skills and ability to influence/negotiate with onshore cross functional peers/leaders  
• Ability to challenge business as usual operating models and recommend innovative product / process / operational transformation and improvements
• Ability to map and implement proposed solutions within a diverse, relevant, and dynamic customer service environment
• Ability to work independently and professionally interact with key stakeholders at very senior levels
• Excellent analytical skills, with complementary communications and presentation skills
• Have a track record of formulating innovative ideas and gaining buy-in from senior management in addition to a track record of execution/delivery/process improvement/leadership in a challenging environment
• Experience with the build out and execution of a new team or procedures, ability to identify risks and issues and successfully navigate through to completion
• Ability to deliver results by maintaining standards of works, demonstrating expertise in using systems and tools and taking responsibility for promptly dealing with internal and external customers and making things easier.
• Ability to demonstrate broad perspective and adequate understanding of bank’s position in the financial industry including that of the products and services offered to customers, divisional priorities and strategies.
• Ability to exercise sound judgment and ability to make sound and timely decisions based on established frameworks, policies or procedures, and identify problems and errors as well as areas of opportunity for continuous improvement in compliance with risk policies and frameworks. 

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 Manila plays a critical role in executing our strategy and delivering 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 102659.

Job Posting End Date

03/11/2025 , 11.59pm, (Melbourne Australia)