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

As an Initiative Lead in our Customer Contact Centre, you’ll play a key role in helping to in effective execution of a national operating model that delivers exceptional customer experiences and outcomes. It supports the Initiative Manager in the execution of key programs of work that drive business outcomes. Key activities will include:

• Undertaking discovery and opportunities analysis 
• Leading in-scope CCC programs of work and initiatives   
• Undertaking consultation and feedback activities to ensure effective program execution 
• Identifying and reporting back on program success measures 
• Providing insights and recommendations to the CCC Leadership Team 
• Facilitating decision making and program implementation      
• Supporting the CCC Initiative Manager in executing the centralised engagement model for CCC, providing key insights and updates to CCCLT 

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: MDC100 Building, Eastwood City, Libis, Quezon City
Work Hours: Day Shift

What will your day look like?

As an Initiative Lead, you will also be responsible for, but not limited to:

•    Representing the Contact Centre business in focussed discussions and setting the necessary direction
•    Analysing the operational and performance impacts of change activities 
•    Informing change benefit/cost forecasts 
•    Working closely with stakeholders to plan and prepare for impacts/benefits realisation 
•    Facilitating prioritisation decisions 
•    Ensuring business readiness to deploy change activities 
•    Engaging with stakeholders across the business to promote operational responsiveness and execute opportunities 
•    Informing business prioritisation of activities and co-ordinating the execution of activities across Optimisation to support initiatives 

Through strong working relationships with the various teams, this role is able to clearly articulate the contact centre requirements and works with the ANZ community to deliver timely, fit-for-purpose and cost-effective solutions for the needs of the business, ensuring progress is able to be regularly communicated to stakeholders at all levels.

What will you bring?

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

• Advanced business acumen with strong knowledge of key business drivers that enables accurate budgeting, forecasting and business planning
• Ability to collaborate with senior stakeholders to support business outcomes and deliver on commercial goals
• Proven critical thinking with the ability to analyse situations accurately and make effective decisions
• Effective communication skills with strong ability to convey, receive, and accurately
• Experience in projects management and change
• Strong customer focus.

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 90758.

Job Posting End Date

09/04/2025 , 11.59pm, (Melbourne Australia)