Senior Operations Manager

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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.

This role will form part of the Customer Contact Centre – Australia Retail Division and have responsibility for Assisted Digital Teams based in Manila, ensuring alignment with the Assisted Digital Teams in Melbourne. The bankers in the Assisted Digital Teams support customers 24 hours, 7 days a week, with enquiry types such as General Account Inquiries, Transaction Disputes, Digital Banking Support and DDA and Credit Card closures. The role's key responsibilities include planning, developing, and managing in line with the overall contact centre strategy, and effectively executing change in order to deliver key performance indicators including our regulatory obligations.  The Assisted Digital Operations Manager is also responsible and pivotal in tracking, measuring and reporting of the productivity and quality as well as support the growth development of ~6 Team Leaders and ~90 Assisted Digital Bankers.

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: Permanent, Full-time 
Role Location: 30F MDC 100 Building, Eastwood, Libis, Quezon City 

This role is accountable for:

• Increasing the overall quality of customer service experience by uplifting team leader and bankers' capability through delivery of a consistent Operating Rhythm which us underpinned by a coaching culture
• Performance against our Non-Financial Risk and Regulatory responsibilities
• Ensuring the teams work collaboratively to reduce customer effort and ensure service efficiency, achieving delivery targets
• Adoption of Frontline tools to deliver stronger outcome
• Managing operating cost to plan and aligning operational and process improvements with strategies in relation to FTE management and operational cost reduction.
• Creating streamlined delivery of exceptional customer service where through every customer interaction we create trust and confidence. This includes maintaining high standards across teams; monitoring in terms of NPS, response times, productivity, complaints reporting, feedback and service Levels, taking corrective action as necessary
• Establishing and maintaining a positive, highly engaged, diverse work environment with a team-orientated, well-trained work force. Engendering a spirit of striving to lift performance and do better including strong leadership, succession planning, robust performance management and structured career development
• Regularly consulting with business partners, risk, Optimisation Team, HR, process sponsors and subject matter experts to obtain all business information required for making sound decisions and effective project execution and initiative implementation

The 'must have' knowledge, skill, and experience (KSE) the role requires are:

• At least 10 years in banking / financial services industry / contact centre industry with current and practical knowledge of consumer service operations
• Ability to coach effectively to uplift the capability of leaders and bankers through regular coaching routines, delivering improved performance outcomes
• Strong knowledge of banking Non-Financial Risk and regulatory responsibilities   
• Ability to move product and process initiatives forward and deliver customer service key results in a cross-functional and matrixed organisation ability to work in teams distributed across the globe, including experience in different markets and locations
• Ability to challenge business as usual operating models and recommend innovative product / process / operational transformation and improvements
• Ability to map and implement proposed solutions within a diverse, relevant, and dynamic customer service environment
• Ability to work independently and professionally interact with key stakeholders at very senior levels
• Excellent analytical skills, with complementary communications and presentation skills
• Have a track record of formulating innovative ideas and gaining buy-in from senior management in addition to a track record of execution/delivery/process improvement/leadership in a challenging environment
• Experience with the build out and execution of a new team or procedures, ability to identify risks and issues and successfully navigate through to completion
• Self-reliance and willingness to 'own' problems and creatively find solutions
• Ability to focus on the External and Internal Customer needs and seek clarity in defining their requirements in order to recommend effective solutions for immediate and long-term pain points  
• Ability to deliver results by maintaining standards of works, demonstrating expertise in using systems and tools and taking responsibility for promptly dealing with internal and external customers and making things easier
• Ability to demonstrate broad perspective and adequate understanding of bank's position in the financial industry including that of the products and services offered to customers, divisional priorities and strategies
• Ability to exercise sound judgment and ability to make sound and timely decisions based on established frameworks, policies or procedures, and identify problems and errors as well as areas of opportunity for continuous improvement in compliance with risk policies and frameworks
• Experience on prior customer service field, ideally from a digital contact centre environment and proven background in achieving and exceeding individual targets and ensuring accurate delivery of customer enquiries and instructions

The 'good to have' knowledge, skill, and experience (KSE) the role requires are:

• Six Sigma and Management Certification / Training that supports analytical and problem-solving skill, including the ability to identify risks and impacts, and work with stakeholders to find solutions and corrective actions
• Extremely strong leadership and a high level of ability to motivate staff to achieve personal and business objectives
• Understanding of the need to mitigate business operational risks in line with established risk management and compliance frameworks
• Strong knowledge of the external digital landscape, including trends

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   You can apply for this role by visiting ANZ Careers and searching for reference number

, 11.59pm, (Melbourne Australia)