Senior Support Coach Lead

1 week ago

Quezon City, National Capital Region, Philippines ANZ Full time ₱500,000 - ₱1,000,000 per year
About Us

About the Role

Role Type:
Role Location:
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What will your day look like?
  • Leading and managing Senior Support Coaches to lead Support Coach Teams with supporting customers through their customer journeys
  • Supporting development and evolution of the Support Coaching craft, including raising issues and identifying improvement opportunities
  • Supporting delivery of capability uplift for Senior Support Coaches and Support Coach Teams reporting into the role
  • Providing SME guidance to Senior Support Coaches as an escalation point for complex matters
  • Continuing to support the growth of the coaching proposition by building and attracting skills and capability across Manila
  • Overseeing workflow allocation for Senior Support Coaches and Support Coach teams
  • Strengthening relationships with key stakeholders between the Manila Service Centre, the Australia-based Coaching teams and ANZ Plus.
What will you bring?
  • Experience leading large teams and supporting the professional development and capability uplift of teams.
  • Extensive knowledge of Support Coach processes (both front-office and back-office), ANZ Plus App, ANZ Plus products and customer journeys (excluding Buy ansd Own a Home)
  • Experience with administering business practices to create the highest level of efficiency possible within an organization or business unit
  • Experience with identifying and pursuing strategic opportunities for the organisation, for example by cultivating partnerships or other commercial relationships (i.e. with customers), or identifying new markets for products or services.
  • Extensive experience with leading and managing large teams through business change to drive desired outcomes.
  • Ability to use and interpret data and reporting to draw insights to problem solve and/or inform business decisions
  • Ability to manage and prioritise competing demands in high volume working environment in order to deliver upon customer needs
  • Consistently looking for ways to help improve self or others by seeking out new learning opportunities
  • Proven ability to help foster a healthy working culture
  • Understand local markets and trends
  • Proven ability to work in a fast-paced environment with challenging targets
  • Results driven and motivated individual who understands customer service principles/behaviours
So why join us?

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