Team Manager, Early Resolution

2 weeks ago

Quezon City, National Capital Region, Philippines Australia and New Zealand Banking Group Limited Full time

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Team Manager, Early Resolution

Department: AR Customer Resolution Compliants Resolution

Division: Australia Retail

Location: Quezon City

About the role

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 millions of customers.

Customer Resolution is responsible for the end-to-end management of ANZ's customer complaints. We make a difference by listening to our customers and resolving complaints with consistency and fairness, while promoting the value of insights to our colleagues in frontline businesses and tribes.

This Team Manager for Early Resolution will play a pivotable role to assist with building ANZ's Customer Resolution's Manila presence responsible for:

  • Leading and directly managing the complaint resolution function for customer complaints referred through unassisted channels; and
  • End-to-end case management of complaints involving managing, resolving or referring cases, including providing customers with complaint resolutions both verbally and in writing; and
  • Ensuring regulatory compliance with relevant bodies and with commercial and customer-centric dispute resolution to minimise financial, legal and reputational risk; and
  • Ensuring systemic issues are effectively reported, investigated and managed through to resolution; and
  • Building the team's capability to meet changing customer needs through training and development, recruitment, performance management and empowering Case Managers to resolve customer complaints; and
  • Driving continuous improvement through reflection and planning

As a champion for fair treatment of our customers, you will demonstrate our commitment to ensuring ANZ's products and services meet expectations and that we act in accordance with ANZ's dispute resolution principles. Effective complaint resolution works closely across the Group, including with remediation, product and process improvement, risk management and other sources of customer feedback to realise ANZ's customer, community and cultural ambitions.

Role Type: Permanent, Full-time

Work Setup: Hybrid

*Open to Candidates based in the PH only

What will you bring?

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

  • Strong written and verbal communication skills and experience with formulating written correspondence for customers;
  • Strong level business acumen with proven experience leading large, complex and dynamic operations;
  • Understanding of dispute resolution principles; customer advocacy and regulatory compliance, as well as knowledge of AFCA processes and requirements and alternative dispute resolution principles ;
  • Extensive experience in coaching and mentoring staff;
  • Leadership style that is known for strong employee engagement amidst a challenging environment;
  • Excellent relationship building, stakeholder management and influencing skills, supported with a data-driven and analytical mindset;
  • Strong strategic thinking, analytical and problem-solving skills as well as the ability to identify, monitor and manage risks, issues and dependencies and agreeing to appropriate responses

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?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90% of our people feel they belong.

We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can "make work, work for them".

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, let us know how we can provide you with additional support.

To find out more about working at ANZ visit . You can apply for this role by visiting ANZ Careers and searching for reference number

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