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 Senior Support Coach Lead within ANZ Plus, you will play a key role in leveraging data and insights to influence the design and evolution of the ANZ Plus proposition so that we can continue to grow customer self-service and enhance how we interact with customers. Raising issues and identifying improvement opportunities will also be a critical component of the role, working closely with the Optimisation Lead & Optimisation & Coordination Manager in the Operations Team. As a key member of the overall Coaching Leadership Team, the mission of the Support Coach Lead is to lead and grow the Manila-based support coach team for Coaching. 

The role has responsibility for the day-to-day leadership of the ANZ Plus Senior Support Coaches and Support Coaching Teams in Manila, including recruitment and development of the team through coaching, mentoring, and oversight.

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: Solaris, Makati or MDC, Eastwood 
Work Hours: Following Australia time zone (day shift). Rotating roster between Monday – Saturday. Hybrid Work Set-up

What will your day look like?

This role is accountable for:

• Leading and managing Senior Support Coaches to lead Support Coach Teams with supporting customers through their customer journeys
• Supporting development and evolution of the Support Coaching craft, including raising issues and identifying improvement opportunities
• Supporting delivery of capability uplift for Senior Support Coaches and Support Coach Teams reporting into the role
• Providing SME guidance to Senior Support Coaches as an escalation point for complex matters
• Continuing to support the growth of the coaching proposition by building and attracting skills and capability across Manila
• Overseeing workflow allocation for Senior Support Coaches and Support Coach teams
•  Strengthening relationships with key stakeholders between the Manila Service Centre, the Australia-based Coaching teams and ANZ Plus.

What will you bring?

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

• Experience leading large teams and supporting the professional development and capability uplift of teams.
• Extensive knowledge of Support Coach processes (both front-office and back-office), ANZ Plus App, ANZ Plus products and customer journeys (excluding Buy ansd Own a Home)
• Experience with administering business practices to create the highest level of efficiency possible within an organization or business unit
• Experience with identifying and pursuing strategic opportunities for the organisation, for example by cultivating partnerships or other commercial relationships (i.e. with customers), or identifying new markets for products or services.
• Extensive experience with leading and managing large teams through business change to drive desired outcomes.
• Ability to use and interpret data and reporting to draw insights to problem solve and/or inform business decisions
• Ability to manage and prioritise competing demands in high volume working environment in order to deliver upon customer needs
• Consistently looking for ways to help improve self or others by seeking out new learning opportunities
• Proven ability to help foster a healthy working culture
• Understand local markets and trends
• Proven ability to work in a fast-paced environment with challenging targets
• Results driven and motivated individual who understands customer service principles/behaviours

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 97973.

Job Posting End Date

27/06/2025 , 11.59pm, (Melbourne Australia)