About Us
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.
About the Role
As an EDB (Everyday Banking) Team Leader in our Customer Contact Centre Department, you are responsible for managing a team of EBD Consultants and involves driving team performance and service consistency against agreed Retail Customer Contact Centre objectives.
This role consists of first-line supervisory roles responsible for leading and motivating a team of professionals with accountability on all operations service delivery parameters at the team level. They are responsible for implementing tactical activities aligned to the overall operational and organisation strategy. These are roles focused on leading customer service and customer management teams and has close communication and interaction with customers and/or frontline.
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
- Work Hours: Day Shift, shifting schedules from Monday-Sunday.
What will your day look like?
An EDB Team Leader is primarily responsible for leading a team of front-line staff members. You will manage the workflow and work allocation for team members and conduct quality assurance and provide developmental feedback where appropriate. You are also responsible for capacity planning, and you will be a Subject Matter Expert, handling any escalations arising from within the team and you are expected to provide a strong level of support to the Operations Manager.
You will also be responsible for the following:
- Monitor and keep track of team performance versus key targets and objectives.
- Increase productivity, utilisation and efficiency of staff through regular coaching, 1:1 conversations and performance management
- Take customer escalations as required.
- ADHOC: contribute to the delivery of key changes or initiatives to improve customer outcomes, and/or reduce business risks.
- Risk & Compliance;
- Ensure self compliance to prescribed accreditation, policies and procedures of ANZ
- Ensure ANZ’s core values are always maintained in dealing with staff, colleagues and customers
- Meets the standards of Quality, Risk, Compliance and behaviours as required by ANZ
- Proactively identifies and raises risks with management or senior colleagues.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
- Extensive Customer Contact Centre Experience particularly in Customer Service environment.
- Knowledgeable in Coaching and development for front line staff.
- Proven record of driving performance and developing strategies/action plans using data.
- Experience in stakeholder management
- Knowledge in basic banking; credit cards, personal accounts and Internet Banking
- Previous People Leadership role
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.
So why join us? (Manila GCC)
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 95301.
Your Career at ANZ (Global)
Our purpose is to shape a world where people and communities thrive. That's why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.
Career development means different things to different people. It may simply mean developing a skill, broadening your experience by moving sideways or stretching yourself by moving to a different business. How you manage and develop your career is up to you. ANZ is committed to helping you do this by providing you with the support, tools and resources you need to take the next big step in your career, towards even bigger things in the future.
We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and 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.
Job Posting End Date
, 11.59pm, (Melbourne Australia)