AddressAbout the role
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.
The ‘Can I Help You Squad’ (CIHY) Senior HR Service Consultant is critical in making this happen and will be responsible for driving the employee experience by assessing employee & business needs, delivering end-to-end employee journeys through employee focused solutions. This role provides advice and guidance to employees, navigating solutions and escalating unresolved cases where necessary and collaborate with other journey delivery team
You will also be responsible for, but not limited to:
Prioritizing 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. Learning process and policies, end to end (informal and formal) Performance Management, Global Recruitment and Exit Process and Policy including and not limited to In role promotions, secondment and fixed term end date extensions, employee referrals, assessments and interview etc.)
Providing solutions specific and tailored 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 the Team Lead to identify and drive process improvements resulting in efficiencies
Supporting the Team Lead in making sure processes are up to date including KB contents related to Joiners & Movers
Role Location: Solaris One Building Dela Rosa St. Makati City
Shift Schedule: Dayshift
Role Type: Full-time permanent role
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
The role requires strong knowledge of all the businesses and roles across the bank in order to influence and convince the stakeholders especially while comparing roles.
Time and project management skills are essential as the role does not have direct reports but has to connect and establish relationships both within the business and T&C colleagues in 33 countries.
Ability to work independently and take initiative to improve quality & efficiency of work.
Commitment to maintain accurate case records and protect confidential information.
Strong analytical & problem-solving skills.
Strong communication skills, both written and verbal.
Experience in handling performance management.
Exposure or basic knowledge of T&C policies and processes.
Basic knowledge on reporting and analytics.
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?
There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.
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 and community you need to take the next big step in your career, towards even bigger things in the future.
We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.
You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We 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 or to view other opportunities visit www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number 63336.
Job Posting End Date
17/04/2024, 11.59pm, (Melbourne Australia)
