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 a Disputes Team Lead within New Zealand Operations, you will be responsible for overseeing the daily activities of the team, which is comprised of Senior Analysts/Subject Matter Experts and Analysts. You will serve as the primary point of contact for the Disputes team based in Manila. This role entails accountability for training delivery and capability development, and supports the team’s operational leadership requirements. Key responsibilities include, but are not limited to: conducting daily check-ins, facilitating training sessions, managing escalations, participating in leadership and stakeholder/project meetings, supporting quality assurance initiatives, and contributing to forecasting efforts.

In addition, you will engage in high-level collaboration with the Claims Leadership Team and Schemes Managers to ensure the team consistently meets all obligations under the relevant scheme regulations. You will also play an active role in managing and supporting change initiatives, which may include the drafting and development of new processes. Furthermore, the role involves contributing to the professional development of staff by enhancing their understanding and application of scheme rules.

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: 30F, MDC 100 Building, E. Rodriguez Jr. Avenue, Corner Eastwood Avenue, Brgy. Bagumbayan, Libis, Quezon City

Work Hours: Shifting schedule (8:00 AM to 8:00 PM Manila Time), Monday to Friday

Work Setup: 50/50 Hybrid (Onsite for the first 3 months during training)
 

What will your day look like?

As a Disputes Team Lead, you will:

• Lead with purpose by providing clear direction and maintaining open communication to ensure your team is aligned with departmental and organizational goals.
• Develop talent through coaching, training, and cross-skilling initiatives that support career growth and operational flexibility.
• Ensure quality and compliance by upholding standards in line with internal policies, regulatory requirements, and industry best practices.
• Protect the Bank’s interests by minimizing risk exposure, enforcing consistent practices, and ensuring legal obligations are met.
• Drive operational efficiency by evaluating and enhancing processes to improve performance and ensure compliance.
• Collaborate cross-functionally with Operations and Corporate teams to align processes with customer expectations and business objectives.
• Champion continuous improvement by identifying and implementing initiatives that enhance team effectiveness and service delivery.
• Manage escalations by proactively addressing issues that impact productivity, performance, or quality through established channels.

What will you bring?

To thrive and grow as a Disputes Team Lead, you’ll ideally bring:

• Exceptional people leadership skills, with a strong focus on performance management, coaching, and team development.
• Strong collaboration and interpersonal abilities, enabling effective cross-functional engagement.
• Excellent communication skills, both verbal and written, to influence and inform across all levels.
• Proven experience in managing workflows and processing tasks with efficiency and accuracy.
• Advanced problem-solving and critical thinking, with sound decision-making capabilities.
• Outstanding planning, organisation, and time management skills to balance priorities and meet deadlines.
• Experience in analysing business performance metrics and producing actionable reports.
• A results-driven mindset, with the ability to follow through on complex enquiries and deliver outcomes.
• Solid understanding of banking products and processes, with a willingness to deepen expertise.
• Adaptability and resilience, especially in navigating changes in legislation, systems, and work practices.
• Knowledge of Card Disputes processes, particularly within the New Zealand market, is highly advantageous.
• Familiarity with ANZ systems is a plus.
• A track record of driving improvements, including initiatives that boost productivity, reduce costs, and enhance service delivery.

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 102560.

Job Posting End Date

26/09/2025 , 11.59pm, (Melbourne Australia)