Ko Mātou – About Us

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.

Mō te tūranga - About the role

As a Manager, Customer Protection, you’ll play a key role in helping to lead and manage the Customer Protection teams with responsibility for on shore and SLA/Quality/process off shore (Bengaluru & Manila). 

 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 Location: Wellington
Role Type: 12 Month Secondment, Full Time

Ka aha tō rā e kite ai? - What will your day look like

As a Manager, Customer Protection, you will dedicate time in keeping your areas of responsibility operationally fit. 

Other responsibilities include but is not limited to:

• Responsible for the operational fraud/dispute activities and case management for all customers. 
• Working directly with customer, recoveries, front line, risk and compliance, ensuring customers are managed with empathy. Work with team managers/head of/risk to develop operational strategy and planning for fraud and disputes, while co-ordinating team performance.
• Lead the work required for Customer Protection fraud and disputes to contribute to the wider bank strategy, audit and compliance requirements. 
• Providing developmental feedback and guidance for a service-based and customer focused relationship with customers and intermediaries.

Ōu Pūkenga? - What will you bring?

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

• Problem solving, analytical & decision making ability - able to make sound decisions under pressure
• Agile, flexible, relationship building, influencing ability with strategic planning skills
• Previous experience in fraud/disputes &  leadership roles 
• Experience in Virtual Management and in working with people over geographies, need for an understanding of workflow, Quality frameworks, Compliance obligations and cross skilling
• Strong capacity and forecasting ability as load sharing is a significant requirement

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.

He aha te take e uru ai koe ki a mātou? - So, why join us?

From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.  

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career.  

We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.    

At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.

Kua wātea te katoa ki te tono. 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 an access requirement or disability, let us know how we can provide you with additional support.  

To find out more about working at ANZ visit https://www.anz.co.nz/careers/.You can apply for this role by visiting ANZ Careers and searching for reference number 109481.

Te Rā Ōtinga - Job Posting End Date

Wednesday 18th February, 11.59pm, (NZST)