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April

Journey Expert, Well Managed

ANZ - Melbourne, VIC

Banking & Finance
Source: uWorkin

JOB DESCRIPTION

Journey Expert - Well Managed

As a member of the Credit Cards and Personal Loan Tribe (CCPL), our mission is to ensure our products work seamlessly to meet customer needs and regulatory requirements from start to finish.

You will be part of the Well Managed Central squad and your primary mission is to manage and drive practices to ensure asset governance of core systems are well managed (i.e. oversight activities to ensure the technology asset operate as intended & adhered with the regulatory requirements/ policies).

As a Journey Expert - you will be responsible for-

  • Support the business asset owner by ensuring all asset owner and delegate responsibilities are executed according to Roles & Responsibilities.
  • Drive practices to ensure that asset governance of core systems are well managed with a focus on continual improvement on governance, process, performance and risk management e.g. business system asset stability and performance, application support processes, data quality, user access management.
  • Ensure compliance to ANZ policies, processes and external regulatory and legislative requirements including compliance with ANZ Asset Management framework.
  • Manage the business asset & supplier governance forums which includes driving the forum agenda and influencing outcomes and roadmaps.
  • Establish engagement and manage escalations with Technology partners for asset governance responsibility.
  • Develop & maintain effective relationships with key internal stakeholders, Assurance and/or other teams to drive an outcome that is within ANZ’s Policies.
  • Drive/support relevant audit remediation actions related to vendor management and business system assets through to closure reducing risk to the business.
  • Identify, record and centralise any relevant risks or issues, and either resolve them or ensure ownership is accepted with relevant external parties. If necessary, report and escalate them as required.
  • Work with all CCPL tribe and Credit Cards’ broader value chain partners to enhance, embed and bring to life our tribe’s strategic priorities
  • Optimise existing end-to-end customer journeys and improve the customer experience to ensure our product works seamlessly
  • Developing, implementing and embedding robust and sustainable controls to adequately manage credit cards’ operational risk to ensure we deliver our promises to our customers and meet the expectation of the regulators and the community


For more information about what a day in the life of a Journey Expert looks like, check out our Journey Expert persona or watch this animation to get an insight in to what a day in their life looks like.

Who are you?
  • A team player - You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the team’s mission
  • The customer’s biggest fan - You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes
  • Comfortable being uncomfortable - You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
  • Continuous improvement junkie - You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
  • Committed to your own and other’s growth - You strive to stretch and grow yourself and others by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday
  • A problem solver - You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
  • Risk savvy - You build sustainable solutions that protect customers, stakeholders and the community


What You Bring To The Journey Expert-
  • Demonstrable experience in one or more of the following areas-
    • Sound system knowledge (VisionPlus) and product Knowledge on Consumer Credit Cards - how the product operates across the value chain, including the systems the support the product
    • Sound Operational Risk and Compliance experience within the Financial Services Industry
  • An intense passion and curiosity for customers, their needs and wants, putting them at the centre of everything you do
  • A desire to optimise customer journeys and experiences
  • Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate


We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and 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.

Note- After your initial application you may be asked to complete an online assessment, this invite will be sent to you via email from our assessment partner SHL. Please action this request as early as possible, this will enable us to manage your application and provide you with an update in a timely manner.

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number AUS125666