AddressAbout the role
As an Assisted Digital Operations Manager, you are responsible for the Assisted Digital Teams based in Manila, ensuring alignment with the Assisted Digital Teams in Melbourne. The bankers in the Assisted Digital Teams interact with customers through Messaging, across enquiry types such as General Account Inquiries, Transaction Disputes, Digital Banking Support and Account closures.
The role’s key responsibilities include planning, developing, and managing the teams in line with the overall contact centre strategy, and executing plans in order to deliver key performance indicators. The Assisted Digital Operations Manager is also responsible and pivotal in tracking, measuring and reporting on productivity and efficiency as well as growth and development of ~10 Team Leaders and ~160 Assisted Digital Bankers.
Role Location: MDC 100 Building, Eastwood, Libis, Quezon City
Role Type: Full-time, Permanent
Shift Schedule: Ranging from 8.00am – 8.00pm (Australia Time). People looking to join these teams will need to be flexible to rotate hours to support the changing customer habits and contacts.
Work Arrangement: Hybrid setup
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
- Solid experience in in banking/financial services industry/contact centre industry with current and practical knowledge of consumer service operations
- Ability to coach effectively to uplift the capability of leaders and bankers through regular coaching routines, delivering improved performance outcomes.
- Ability to move product and process initiatives forward and deliver customer service key results in a cross-functional and matrixed organisation ability to work in teams distributed across the globe, including experience in different markets and locations
- Ability to challenge business as usual operating models and recommend innovative product / process / operational transformation and improvements
- Ability to map and implement proposed solutions within a diverse, relevant, and dynamic customer service environment
- Ability to work independently and professionally interact with key stakeholders at very senior levels
- Excellent analytical skills, with complementary communications and presentation skills
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?
At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energizing our people, eliminating waste, and reducing bureaucracy.
A happy workplace is a thriving one. So, in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.
ANZ recognizes the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.
We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.
To find out more about working at ANZ or to view other opportunities visit www.anz.com.au/careers/
Job Posting End Date
19/04/2024, 11.59pm, (Melbourne Australia)
