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Team Manager

ANZ Banking Group - Melbourne, VIC

Banking & Finance
Source: uWorkin


Full Job Description
Requisition Title -
Team Manager

Job Number: - AUS130771


We currently have a senior Team Manager position available within the Customer Resolution portfolio focusing on our customers, our people and continuous improvement.

ANZ aspires to have an outstanding reputation with customers, regulators and ombudsmen. As a champion for fair treatment for customers, this leadership role will be responsible for leading the Complex team of senior case managers in ANZ’s newly formed Customer Resolution portfolio. You will also be required to regularly engage with senior stakeholders within ANZ, present insights and learnings and represent the Customer Resolution portfolio at various internal forums.

What You Bring:
First and foremost, this role requires someone who doesn’t just have a passion for better customer outcomes, but is driven by continual improvement. You will bring-

Strong interpersonal, written and verbal communication, supported with a data-driven and analytical mindset
Proven senior stakeholder management and influencing skills and experience
Strong strategic thinking, resilience, analytical and problem solving skills as well as the ability to identify, monitor and manage risks
Demonstrated experience in complex dispute resolution, customer advocacy and regulatory compliance and knowledge of AFCA processes
Extensive experience leading complex and customer-focused teams and in training, coaching and mentoring teams
Leadership style that is known for strong employee engagement amidst a dynamic and changing environment
Highly motivated, results driven and balanced with commercial and customer outcomes
Be a proven change advocate with experience in leading teams through change for complex organisation

Who are you?

The customer’s greatest fan - You demonstrate a thirst for better understanding the customer, connecting with empathy and being curious to define the problem and how we deliver to their needs
Committed Leader - making ANZ a ‘great place to grow’ - You are passionate about enabling people to grow through creating an open, safe and supportive environment. You relentlessly challenge and support people to become the best versions of themselves - and challenge yourself in the same way
Known for getting stuff done - You effectively bring together multiple sources of information and leverage a broad network of connections to prioritise and execute, while managing competing priorities in your role
A collaboration champion - You champion collaboration and build the expertise, capabilities and engagement of team members that are embedded across multiple teams across the business
An experienced operational leader - You have experience in successfully leading complex operations with regulatory requirements. You have shown that you can motivate a large team, particularly in an environment that requires a mindset shift in how we value and manage complaints
Commercially savvy - You balance multiple sources of information and leverage strong relationships to make sound decisions that enable the needs of both the bank and the customer
Have a good ol’ dose of professional humility - You actively and visibly ask for feedback and role model discussing failures and weaknesses in the interest of learning
Risk savvy - You build sustainable solutions that protect customers, stakeholders and the community

Role based in Melbourne.

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.

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 AUS130771.