Team Lead

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Department: AR Customer Services Ops Business Owners

Division: Australia Retail

Location: Quezon City

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.

As a Team Lead in our Commercial Contact Centre , you are responsible for a team of Customer Service Experts, ensuring their level of skills and knowledge allows them to provide exceptional customer service over the phone to our commercial customers, in line with best practice.

T his role is accountable for:

• Managing volumes (demand) and resources (supply) through forecasting and queue monitoring to ensure alignment across the contact centre to drive improvement in customer service levels
• Actively coaching individuals (including feedback, performance management conversations) to help them review progress and identify areas to work on in order to deliver outstanding customer experience
• Creating an environment where staff are engaged and motivated to outperform as individuals and as a part of a team through role model leadership and behaviours. Facilitate and work with subject matter experts and coaches to develop and implement training and development plans to allow the team the opportunity to grow and develop
• Playing a key role in contributing to risk and compliance management within the bank, by ensuring the team operate in a manner consistent with Group and ANZ policies and procedures and relevant Government legislation
• Being the driver that promotes a continuous improvement culture and assist the subject matter experts and business leaders to develop the ideas for change
• Provide support to the Commercial Contact Centre Lead and Senior Commercial Operations Manager as required

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.

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

• Solid understanding of bank systems, products, policies, procedures and services
• Operations knowledge and practical experience of workforce planning and forecasting
• Curiosity, expertise in solving complex problems and a desire to continuously improve the system
• Prior team leadership experience with proven strong leadership & people management skills, including experience in coaching individuals and teams for growth and improved performance
• Demonstrated ability to analyse and implement change management processes; and the adaptability and growth mindset approach to building capability across the Contact Centre
• Your attention to detail and ability to use data to enable the contact centre to be well managed in terms of capacity and meeting customer demand

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.

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 Manila plays a critical role in executing our strategy and delivering 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 make us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent 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 .