Operations Manager

Select how often (in days) to receive an alert:

Department: NZ Personal Banking Customer Service Operations

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 Operations Manager within the New Zealand Customer Protection team, you will be responsible for leading detection and post-detection management across fraud, scams, and dispute operations in Manila. This includes driving continuous improvement through strategic ownership of initiatives and enhancing operational effectiveness and efficiency—key disciplines that improve customer experience and reduce both operational and fraud-related losses, thereby safeguarding the financial well-being of our customers.

You will engage directly with senior stakeholders in the sending locations and share responsibility with them for managing fraud and customer claims losses.

This role also plays a critical part in establishing a standard operating rhythm, implementing change initiatives, and maintaining consistent standards across the local and global Customer Protection teams in New Zealand, Manila, and Bengaluru.

This is a high-profile, key role that is essential to the successful performance of the Customer Protection Centre of Excellence in Manila. The right skill set is vital due to the complexity of the various processes under this function.

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 Type:Full-time, Permanent role

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

• Demonstrates a customer-centric mindset with a strong commitment to excellence, change, and continuous improvement. Able to view processes from the customer's perspective and drive enhancements that improve service standards, quality of outcomes, and customer experience, while addressing systemic issues.
• Possesses well-developed interpersonal skills and communicates effectively with key stakeholders both onshore and offshore.
• Comfortable engaging with employees and management at all levels across ANZ's global operations.
• Excellent verbal and written communication skills, with the ability to liaise confidently with internal and external stakeholders.
• Proven experience in leading teams and providing outstanding leadership and mentoring to operational managers and team leads.
• Skilled in fostering a high-performance culture, driving strong engagement, and managing service transitions.
• Strong analytical, influencing, and problem-solving skills, with the ability to identify risks and impacts, and recommend effective solutions and corrective actions.
• Applies innovative and strategic approaches to service delivery and process improvement, with a strong focus on maintaining excellent customer service.
• Experience in fraud management and contact centre operations is preferred.

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 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 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 https://www.anz.com/careers/ . You can apply for this role by visiting ANZ Careers and searching for reference number 102708.