AddressMō te tūranga - About the role
Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. 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.
Responsible for driving the customer outcomes and day to day operational management for the delivery of customer solutions and referrals that are initiated across general service email and phone channels across service teams and site management.
The role will have accountability for more than 150 bankers that will focus on fulfilling service and product requests from customers. The role will closely work other site managers to ensure there is an uplift in both customer solution quality, customer service and overall market performance and customer satisfaction of the bank.
Whatever the day has in store, you’ll be working with a close knit team that supports each other and celebrates team wins.
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: Tāmaki Makaurau - Auckland
Role Type: Permanent / Full-time
Ka aha tō rā e kite ai? - What will your day look like
- Customer - Collaborate with wide range of internal stakeholders for ‘good customer outcomes’ continually raising ideas to improve our customer experience.
- People/staff – lead a team who support good customer outcomes, that enable business performance, change delivery, workforce optimisation, operations, incident management, coaching, recruitment, talent management, business growth and support change implementation
- Strong Contact Centre operational management to meet service standards
- Financial – monitor & manage all operational & administrative metrics (financial, compliance, FTE, leave, expenditure and workforce optimisation and bench-strength) ensuring well managed outcomes
- Ensure adherence to ANZ policies and processes, risk framework and external regulatory and legislative requirements, including management of QA standards & outcomes
Ōu Pūkenga? - What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Proven experience in effectively leading large teams to drive success in a dynamic work environment
Ability to work within an environment of ambiguity needing minimal direction
Strong coaching capability
Experience influencing at Senior Management level
Demonstrated ability to inspire teams and to effect positive cultural change
The ability to contribute to the creation and maintenance of inclusive workplace culture
An understanding of ANZ performance frameworks incl ‘at ANZ Customer experience frameworks'
He aha te take e uru ai koe ki a mātou? - So, why join us?
From the moment you join ANZ, you’ll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.
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, opportunities, and community you need to take the next big step in your career.
We’re a diverse community at ANZ in different roles, different locations, doing different things. That’s why we have a range of flexible working arrangements, so our people can “make work, work for them”. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ you’ll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That’s because we’re committed to building a workplace that reflects the diversity of Aotearoa New Zealand‘s communities. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.
Kua wātea te katoa ki te tono. 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 an access requirement or disability, let us know how we can provide you with additional support.
To find out more about working at ANZ visit www.anz.co.nz/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 63868.
Job Posting End Date
22/04/2024, 11.59pm, (Melbourne Australia)
