AddressAbout the role
The role of Operations Lead for Financial Wellbeing Assist (FWA) is a VP-equivalent role that will support our over 100 FTEs within the Inbound and Outbound Collections Teams; with opportunities for expansion. This is a unique opportunity as it involves not only leading operations, but also strategic responsibility in Collections strategy for both Retail and Commercial businesses – including teams involved in Cards, Personal Loans, Mortgage, DDA, and Small Business operations.This role provides growth across multiple fronts in customer experience, credit risk strategy, continuous improvement, stakeholder management, and cross-border & Global Capability Centre collaboration.
The breadth of responsibilities and experiences that you will contribute to and learn from are as follows:
Ongoing improvement of the customer experience that ensures a customer for life as we assist them through financial difficulty. Customer interactions that one would be able to define or re-define include those involving SMS, Email, Letters, automated outbound, self-service IVR’s, new self-service platforms, and in-app messaging & nudges.
Working with Credit Risk on debt recovery strategies across products where one can contribute to test & learn strategies to define communication timing, segmentation, and customer payment arrangement options.
Driving continuous improvement in operational effectiveness and reducing compliance risk.
Expanding your network within the Collections and Hardship Leadership Team, as well as within the end-to-end management value chain for Credit Card, Personal Loans, and Commercial Cards.
Daily collaboration with your diverse set of CSO peers in the Global Capability Centre (GCC) which will allow you to leverage best practices across multiple businesses within Customer Service Operations, including Fraud, New Zealand, Servicing, and Operational Excellence.
The FWA Lead is also expected to
- create opportunities, deliver what matters, and succeed through effective collaboration.
- recognise and develop the potential in their people, collaborate with others to optimise business performance, reduce operational costs, improve customer outcomes and consistently role model our operational excellence principles.
- will also support in building and uplifting capabilities in line with the strategy to better provide great customer and people experience
In addition, the role will be specifically accountable for
- Create and foster an environment of performance improvement to reduce operational expense through effective management of resources and delivery of continuous improvement initiatives.
- Provide innovative and strategic approaches to service delivery and process improvement, with particular emphasis on fostering and maintaining excellent customer service.
Customer:
- Ongoing improvement of the collections customer experience that ensures a customer for life as we assist them through financial difficulty.
- Deliver on customer metrics – Quality, Service Levels, Complaints management.
- Influence stakeholders to help deliver on key initiatives to support better customer and financial outcomes.
- Champion improvement across the various teams by reviewing processes and implementing changes to achieve high levels of efficiency and customer experience.
- Support the efficient use of tools and customer data trends that help to understand and grow the business.
- Adhere to ANZ's risk and compliance protocols and ensure staff adherence to ANZ policies and procedures plus relevant Government legislation
- Create an energised and motivated environment and build a culture of “out-performance”.
- Drive a culture of outperformance across the business, with emphasis on improving inconsistent performers.
- Build and maintain relationships and networks with peers, business partners, internal and external stakeholders, and management at all levels to enable objectives to be achieved.
What will you bring?
a seasoned manager of managers within the financial services space, with strong stories of transforming customer experiences, collaboration with Product Management, Capital Markets or Credit Risk teams, business improvement, people development, and operations management
A leader who defines strategic plans, transforms these into workable solutions, and benchmarks performance against key operational targets/goals without compromising customer centricity, cost efficiency and the overall value proposition for the team.
A customer centric view, maintaining commitment to excellence and change, and an advocate for continuous improvement. Ability to see things as our customers do, make improvements or influence change to improve service standards, quality of outcomes, customer experience and address systematic issues.
Well-developed interpersonal skills with the ability to communicate effectively with key stakeholders onshore and offshore across all levels of employees and management across ANZ’s global operations. Excellent verbal and written communication skills with the ability to liaise with internal and external stakeholders.
Experience in leading teams and driving outstanding leadership and mentoring for operational managers and team leads, fostering a high performance culture with high engagement, and services transitions.
Experience in managing a team in inbound and outbound voice campaigns/business units.
Proven analytical, influencing, and problem solving skills, combined with the ability to identify risks and impacts as well as possible solutions and corrective actions.
Ability to shape and steer the ship - creating a good operating rhythm rather than being task oriented and comfortable with a bottoms-up approach rather than top-down.
So, why join us?
Job Posting End Date
17/03/2024, 11.59pm, (Melbourne Australia)
