Support Squad Team Lead ANZ Plus
5 days ago
The role of a Support Squad Lead ANZ Plus involves a mixture of people leadership responsibilities for Support Coaches, as well as Support Coach-aligned responsibilities.
No two days are the same for a Support Squad Lead – for example, day-to-day a Support Squad Lead's time may be spent:
- Supporting the day-to-day professional development and performing administrative people management responsibilities for Support Coaches reporting into the role.
- Leading and providing SME guidance to Support Coaches for complex or escalated issues.
- Supporting customers to digitally self-serve through the ANZ Plus App and adopt a range of features that support customer needs and goals.
- Managing EDB customer queries received through instant messaging via the ANZ Plus App.
- Coordinating with various ANZ teams to resolve complex issues.
- Providing support to Coaching teams for customer web enquiries, complex case management, and executing more complex back-office case fulfilment activities.
The role requires strong knowledge of Support Coach processes (both front-office and back-office), ANZ Plus App, ANZ Plus products and customer journeys (excluding Buy and Own a Home).
The ideal candidate will have experience in supporting the professional development and capability uplift of teams.
They will also need to be able to use and interpret data to draw insights to problem solve and/or inform business or customer decisions.
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