ANZ GRINDLAYS BANK
ANZ aspires to have an outstanding reputation with customers, regulators and ombudsmen. As a champion for fair treatment for customers, these roles will directly manage teams that are responsible for quality outcomes for complaints escalated via internal channels, AFCA, OAIC and other industry bodies and interest groups. These roles will report to and Senior Managers across Complaint Resolution Teams. These operational leadership roles will help ensure ANZs dispute resolution uplift objectives and ongoing continuous improvement are achieved in spirit, on time and within budget. Successful candidates are likely to be allocated to a specific teams aligned with skills, experience and knowledge. What You Bring First and foremost,
this role requires someone who doesnt just have a passion for better customer outcomes, but is driven by continual improvement. You will bring- Strong business acumen with proven experience leading large, complex and customer-focused teams Extensive experience in training, coaching and mentoring teams Leadership style that is known for strong employee engagement amidst a dynamic and changing environment Excellent communication, stakeholder management and influencing skills, supported with a data-driven and analytical mindset Strong strategic thinking, resilience, analytical and problem solving skills as well as the ability to identify, monitor and manage risks. Highly motivated, results driven and balanced with commercial and customer outcomes Understanding of ANZs dispute resolution principles; customer advocacy and regulatory compliance, as well as knowledge of AFCA processes Be a proven change advocate with experience in leading teams through change for complex organisation Who are you? The customers 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
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