AddressAbout the role
At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things – be it buying their home, building a business or saving for things big or small.
- Significantly contribute to ANZ’s Purpose and Strategy
- Build a rewarding career in an innovative and collaborative environment.
- Join an organization that supports diversity and equal opportunity employment.
The Operations Manager – Customer Protection is responsible for leading the detection and post detection management across fraud, scams and disputes operations in Manila; driving continuous improvement through strategic ownership of initiatives and improved operational effectiveness and efficiencies - disciplines to enhance customer experience and reduce operational and fraud losses ensuring the financial well-being of our customers.
The incumbent will have direct interactions with senior stakeholders in the sending locations and will carry shared responsibilities with the sending locations on fraud and customer claims losses.
The role will also play a critical part in driving standard operating rhythm, change initiatives and standards across the local and global Customer Protection team in Melbourne, Manila and Bengaluru.
This is a key, high profile role, critical for the successful performance of the Customer Protection Centre of Excellence in Manila. The right skill set for this role is vital due to the complexity of the various processes under this function.
Role Location: MDC 100 Building, Eastwood, Libis, Quezon City
Role Type: Full-time, Permanent role
Role work details: Australian Shift- Morning-Mid PH Time, Weekends Off, Hybrid work set-up
What will you bring?
We know not everyone will bring all of the skills and experience, and at ANZ we are focused on people bringing a growth mindset to their approach to work. Some of the skills we are looking for are below, but don’t worry if you don’t have all of these as learning on the job is the way we work.
But back to some of the skills –
- A customer centric view and maintains commitment to excellence, change and an advocate for continuous improvement. Ability to see things as our customers do, make improvement 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 to operational managers and team leads, fostering a high-performance culture with high engagement, and services transitions.
- Proven analytical, influencing and problem-solving skills combined with the ability to identify risks and impacts as well as possible solutions and corrective actions.
- Provide innovative and strategic approaches to service delivery and process improvement, with particular emphasis on fostering and maintaining excellent customer service.
- Fraud Management and Contact Centre experience is preferred.
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 65125.
Job Posting End Date
03/05/2024, 11.59pm, (Melbourne Australia)
