Department: AR Customer Services Ops Business Owners
Division: Australia Retail
Location: Quezon 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 Team Manager in our Small Business Contact Centre, you will be responsible for leading a team of Customer Service Experts to ensure they deliver exceptional service to our commercial clients. You will manage demand and resource alignment through forecasting and queue monitoring, while also coaching team members to enhance their performance and customer experience delivery. Creating a motivated and engaged team environment is key, supported by training and development initiatives and strong role model leadership. Additionally, you will contribute to risk and compliance management, promote a culture of continuous improvement, and support senior leadership as needed.
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 location: MDC 100, Eastwood, Quezon City
Role Type: Permanent, Full-time
Schedule: Dayshift
Work arrangement: Hybrid
What will your day look like?
As a Team Manager, you will:
- Manage volumes (demand) and resources (supply) through forecasting and queue monitoring to ensure alignment across the contact centre and drive improvements in customer service levels.
- Actively coach individuals (including providing feedback and conducting performance management conversations) to help them review progress and identify areas for improvement in delivering outstanding customer experiences.
- Create an environment where staff are engaged and motivated to outperform both individually and as a team, through role model leadership and behaviours. Facilitate and collaborate with subject matter experts and coaches to develop and implement training and development plans that support team growth.
- Play a key role in contributing to risk and compliance management within the bank by ensuring the team operates in accordance with Group and ANZ policies, procedures, and relevant Government legislation.
- Be the driver of a continuous improvement culture and assist subject matter experts and business leaders in developing ideas for change.
- Provide support to the Commercial Contact Centre Lead and Senior Commercial Operations Manager as required.
To grow and be successful in this role, you will ideally bring the following:
- A solid understanding of banking systems, products, policies, procedures, and services, allowing you to support customers and teams with confidence and accuracy.
- Practical experience in operations, including workforce planning and forecasting, to ensure the contact centre runs efficiently and meets service demands.
- A curious and analytical mindset, with a passion for solving complex problems and continuously improving systems and processes.
- Proven team leadership experience, with strong people management skills and a track record of coaching individuals and teams to achieve growth and high performance.
- Demonstrated ability to lead and implement change management initiatives, paired with adaptability and a growth mindset to build capability across the contact centre.
- Exceptional attention to detail and the ability to use data-driven insights to manage capacity and align resources with customer demand effectively.
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 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.
/. You can apply for this role by visiting ANZ Careers and searching for reference number 98610.
Job Posting End Date
01/07/2025 , 11.59pm, (Melbourne Australia)
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