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Manager, Client Service Centre

ANZ • FULL_TIME • Melbourne, VIC, AU • 1w ago

Manager, Client Service Centre

About Us

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 customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

About the Role

The Manager, Client Service Centre will be reporting to the Director, Customer Interaction, and is responsible for leading and managing a team which is accountable and responsible for end to end customer customer service for ANZ Australian & NZ Transaction Banking & Cash Management Customers.

The incumbent will be required to lead an Australia based team of the most experienced Customer Service team members who manage large and complex customer requests across all Transaction Banking Products and Channels supporting Trans Tasman customers which include, Technical Support & Account support across 10 products, CyberCrime, Fraud, Escalations & Complaints via Email & Telephony Channels for both Internal and External customers; and in addition is also accountable for ensuring process outputs meets agreed quality, risk management and timeliness standards.

The role holder also will be required to:

Have lead responsibility and accountability for the management of recruitment, BCP Planning, succession planning IVR & Telephony and ANZ inclusion programs for the wider Customer Service Centre.
Work closely with Production Support, Service Delivery,Wholesale Digital, Product Teams, Channel Business Partners and TB Front Line Account Management to pilot and commercialise new customer offerings, effective delivery of Change Management and ensure the highest levels of Customer Service are provided.
Build an operationally mature team which has a focus on capacity management, quality control, risk mitigation and timely execution of services across all teams servicing

The role is considered to be the 2IC to the Manager, Client Service Centre and as a result will when called upon attend various forums, focus groups, leadership team meetings and virtual team meetings on behalf the wider Clinet Service ELT.

Strong end to end process knowledge, along with significant experience in operations management and contact centre environments is required for this leader who should also be capable of juggling multiple activities and projects concurrently with a 'can do' attitude to benefit the customer and the organisation.

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: 833 Collins Street, Docklands VIC 3008

Role Type: 12 Month Fixed Term Contract/Secondment, Full-time

What will your day look like?

As a Manager, Client Service Centre you will be responsible for developing a team that is customer centric, high performing and which strives to deliver world class service to our customers. This is done by placing the customer at the centre of every interaction and transaction, by taking ownership of their enquiries and by always continuously looking for ways in which the customer experience can be enhanced via the use of Self Service options.

You will also:

Embed the IOA strategy within immediate team and contribute towards meeting/exceeding the PCO Australia plan.
Lead and encourage team through change initiatives to deliver productivity and efficiency gains that are reflected in the overall business to maximise team value without impacting on quality.
Create an environment that enables customers to receive quality of service whilst ensuring there is a match between operational needs, customer expectations and perception of service received.
Perform against customer and frontline expectations whilst aiming to re-engineer processes to improve quality and reduce turn around times for key service events.
Build and maintain stakeholder, network and partner relationships and achieve positive internal stakeholder and industry/regulatory perception. -Responsible for overall team customer service satisfaction and delivery of world class service delivery.
Provide accurate analysis and reporting of service performance that drive appropriate operational decisions.
Rationalise, simplify and standardise processes and procedures and ensure sensible uniformity. Champion team's root cause analysis outcomes to resolve concerns and continuously improve quality of processes and customer experience.
Instill and embed a business excellence culture and use continuous improvement techniques to resolve identified problems and drive service outcomes.
Build a high performance culture across team by building employee operations management capability and by having coaching and development conversations with team leaders/members and source 70/20/10 learning solutions
Be responsible & accountable for overall management for the Centre's New Inductee training, training for new products and Cross Skill training

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

Experience developing, coaching and leading large service oriented teams over multiple Channels.
Significant industry knowledge of Cash/Liquidity Management (Transaction Banking) industry, market trends and servicing of Institutional/FI/Corporate customers.
A proven track record in: initiating and implementing change; offshoring and leading teams through change.
Problem solving & analysis
Demonstrated ability in the management of a medium sized Contact Centre, complex IVR & Telephony infrastructure, capacity planning, Real time analysis, scheduling, metrics
Proven experience in developing, building and maintaining effective customer and stakeholder relationships

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

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're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 90000 .