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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
The Can I Help You (CIHY) team supports employee queries from across ANZ. As an HR Service Consultant, you will be responsible in driving employee experience by assessing employee and business needs, delivering end-to-end employee journeys through employee focused solutions and resolving T&C queries, at first point of contact. You will provide advice and guidance to employees, navigating solutions and escalating unresolved cases where necessary. This role also plays a subject matter expert role in the team, coaching and guiding other Consultants and acts as back up when the Team Lead is unavailable.
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: Solaris One Building, Makati City
Role Type: Full-Time, Permanent
What will your day look like
As an HR Service Consultant, you will also be responsible for the following, but not limited to:
- Receiving, prioritising and resolving employee queries and cases aligned to the team mission and scope, taking end-to-end ownership of the employee experience
- Following established processes/protocols for managing and tracking cases
- Connecting the end users to the right processes, policies and relevant solution providers within and across the teams
- Understanding business needs and executing on end-to-end delivery of employee journeys (i.e. Recruitment, Pay, Learning and Exit).
- Resolving problems specific to a case keeping the employee top of mind and following appropriate policies and procedures
- Displaying best practice query management principles - considering and applying relevant policies, procedures and ANZ values, in providing objective and well-structured verbal and written advice
- Acting as an SME and coach by providing functional advice to the team members to meet the challenges related to their functional area
- Performing routine quality assessment of cases to ensure that responses are aligned with standard policies and processes.
- Based on information coming through from queries, supporting Team lead to identify and drive process improvements resulting in efficiencies
- Supporting Team lead in making sure processes are up to date including Knowledge Base contents.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
- Ability to quickly acquire and apply new policy knowledge, with analytical and problem-solving capabilities.
- Ability to work independently and take initiative to improve quality & efficiency of work.
- Strong communication skills, both written and verbal
- Strong analytical and problem-solving skills with the ability to identify risks and impacts and recommend actions to enable resolution of business challenges.
- Time management skills are essential as the role does not have direct reports but has to connect and establish relationships both within the business and colleagues in 33 countries.
- Preferably with exposure or basic knowledge of HR policies and processes
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% 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 63360.
Posting will end on 15 April 2024
