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

Reporting to the General Manager, Retail Customer Contact Centre (CCC), you will be responsible for the overall management of the Contact Centre staff based in Manila and contributing as part of the leadership team to the contact centre operational performance and transformation. You will have accountability for managing a team of approximately 400 FTE across all routine activities.

The Head of Retail Customer Contact Center – Servicing, Manila will work hand in hand with the Head of CCC Servicing, Melbourne and the Contact Centre Leadership Team (LT) to deliver strong customer service outcomes in line with our targets, improving Net Promoter Score (NPS) and banker productivity. You will be responsible for driving a positive culture and engaged workforce whilst maintaining ANZ’s brand and risk management. 

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
Role Location: Eastwood, Quezon City
Work Hours: Dayshift

What will your day look like?

As Head of Retail CCC – Servicing, Manila, you will have shared responsibilities with relevant senior leaders in the following domains and function as:
Retail CCC

• Lead the development of a strong customer centred culture within the contact centre

• Achieve significant uplift in NPS

• Drive a performance culture – build the engagement, business acumen and leadership capability of your LT to deliver results through people

• Efficient and effective workforce resourcing (select, retain, performance manage)

• Deliver on compliance and risk requirements. Ensure adherence to ANZ policies and standards, processes, regulatory and legal requirements.

• Manage operational risk and security, identify issues and manage remediation

Global Capability Centre

• Represent the Contact Centre at the GCC leadership table and collaborate with other BU heads on local matters

• Ensure compliance with industry and local regulations

• Develop and execute localised contingency plans alongside Contact Centre BCP strategy to address potential disruption

• Community manager for ANZ Plus support coaches

What will you bring?

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

• Tertiary qualified, with proven leadership experience in leading a large team to deliver on outperformance and through period of significant change

• Prior experience in contact centre environment desirable and advantage to have experience in other industries

• Strong ability to coach and develop frontline staff

• Ability to develop and maintain strong relationships with stakeholders across functions and geographies

• High level of understanding of regulatory framework and risk management

• Proven ability to embed a strong service operating rhythm and culture

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 86100.

Job Posting End Date

11/02/2025 , 11.59pm, (Melbourne Australia)