Head of Operations, Plus - Melbourne, Australia - ANZ

Description

About the role

At the heart of ANZ Plus is a talented, high-performing team with big ideas. We're building products, services and experiences that will not only provide our customers with enhanced banking functionality but empower them to make better financial decisions and improve their financial wellbeing.

As Head of Operations, you will manage a group of teams supporting the Join Value Stream, responsible for the effective execution of customer onboarding, customer data, fraud and card dispute functions. You will be responsible for the service delivery of the area to meet and exceed SLAs whilst delivering on customer experience expectations and developing strong collaborative relationships with product partners and stakeholders. Additionally, you will support the delivery of strategic projects into Join Operations and continuously look for opportunities in the processes to simplify and improve service levels.

Melbourne location - Hybrid working, 50% in the office

What could your day look like?

Key areas of focus:

• Establish the Join Operations team as a trusted, reliable, integrated, responsive customer services provider
• Maintain momentum and persistent focus to improve delivery of customer outcomes
• Drive coordinated approach to embed operational excellence principles
• Strive for continuous improvement to deliver customer outcomes with a key focus on delivering automation goals
• Ensure that all customer transactions comply with banking regulations and internal policies
• Develop a culture that enables continuous change, including effective operation of multi-skilled, self-managing teams.

What's in your toolkit?

This role would suit someone outgoing who enjoys a fast paced, dynamic working environment with a breadth and depth of responsibilities beyond a typical operations role, but with the determination and commitment to find stimulation and challenge in the necessary, routine work.

An ideal candidate would also be good with data and process improvement, be passionate about financial crime management and be confident to speak up and put an opposing view.

• Demonstrated experience in an operational leadership role with indirect management responsibility for ~100 FTE plus associated budget responsibility
• A genuine passion for customer service and leading a team to provide outstanding customer experiences
• A demonstrated track record maintaining technical and compliance outcomes
• Ability to build a deep understanding of our products, systems, processes and demonstrate strong EQ and care for our customers
• Experience identifying, prioritising and leading input to areas for future improvement
• Competent with technology, numerate and hungry to learn new things
• Exceptional attention to detail, follow through and care
• Ability to work with minimal supervision through complexity and uncertainty in a fast-moving environment
• Intellectual curiosity, good listening and problem solving, good head for numbers, solution focused, engaging and consultative
• Ability to engage, influence and communicate to a large and varied executive stakeholder group.

So, why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and 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 support you need to take the next big step in your career.

We're a diverse bunch 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 health and 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 the communities we serve. 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 a disability or access requirement, let us know how we can provide you with additional support.

Job Posting End Date

03/05/2024, 11.59pm, (Melbourne Australia)