Department: Channel Strategy & Transformation
Division: Australia Retail
Location: Makati City
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 a Support Coach Lead, you are responsible for leading Support Coach Teams, supporting the development of Support Coaches, as well as delivering the foundational elements of the ANZ Plus customer proposition and supporting customer interactions across multiple customer journeys. Your role 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 Senior Support Coach – for example day-to-day a Senior Coach’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.
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: Solaris One Building, Makati City
Work Hours: Dayshift schedules will be adhered to
What will your day look like?
As a Support Coach Lead, you will also be responsible for, but not limited to:
People Management Accountabilities (approximately 70% of role)
Leading, managing and developing Support Coach teams to support customers through their customer journey.
Provide SME guidance and support to Support Coaches.
Support development and evolution of the Support Coach craft, including raising issues and identifying improvement opportunities.
Oversee workflow allocation for Support Coaches, including inbox management.
Support Coach Accountabilities (approximately 30% of role)
Managing EDB customer queries received through instant messaging, inbox or Web feedback responses.
Providing support to the AUS-based coaching team for complex customer web enquiries and conducting complex case management as required, including executing more complex back-office case fulfilment activities as required.
Working with Coaches to address urgent or complicated customer queries and ensure smooth customer interactions.
Encouraging and supporting customers to digitally self-serve through the ANZ Plus App.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Proven experience in leading frontline teams to drive positive experiences and outcomes for the customer and supporting the professional development and capability uplift of teams
Solid experience in the contact centre industry with experience working in a Customer Service and/or Sales environment
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)
Proven experience with supporting customers end-to-end across their customer journey by understanding their needs and informing about relevant products or services
Experience with identifying and pursuing opportunities to cultivate customer relationships
Ability to communicate effectively (written and verbal) when attending to customer needs
Ability to manage and prioritise competing demands in high volume working environment to deliver upon customer needs
Ability to use and interpret data to draw insights to problem solve and/or inform business or customer decisions
Ability to effectively navigate business change, by either supporting peers or remaining flexible
Ability to help customers to move from where they are to where they want to be using effective coaching techniques and strategies
Consistently looking for ways to help improve self or others by seeking out new learning opportunities.
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?
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 Manila plays a critical role in executing our strategy and delivering 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.
/. You can apply for this role by visiting ANZ Careers and searching for reference number 99254.
Posting will end on 1 July 2025
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