Knowledge Manager – Customer Resolution Portfolio

Knowledge Manager – Customer Resolution Portfolio

 

The Complaint Transformation Team in the Customer Resolution Portfolio is responsible for driving complaint capability uplift and culture change across the Australia Retail & Commercial Division. 

As Knowledge Manager in the Complaint Transformation team, your mission is to enable fair, timely and consistent complaint resolution within the Customer Resolution portfolio and customer facing teams across the AR&C Division.  You will lead a team that develops, maintains and enhances important complaint management knowledge tools and resources (Know-How, Share-Point, Process Maps, Templates) that support effective complaint management and resolution.

Who are you?

• A team player – You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the teamÂ’s mission
• The customerÂ’s biggest fan – You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes
• Comfortable being uncomfortable – You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change
• Continuous improvement junkie – You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
• Committed to your own and otherÂ’s growth – You strive to stretch and grow yourself and others by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday
• A problem solver – You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
• Risk savvy – You build sustainable solutions that protect customers, stakeholders and the community

What skills and knowledge will you bring to or develop within the Banker Experience Tribe?

First and foremost we are looking for passionate people who are creative, innovate and who want to live and breathe our new ways of working. From there you will have:

 

• Strong people management experience within the banking or dispute resolution sectors;
• Excellent knowledge of approaches to resolving complaints;
• Frontline banking experience or knowledge of banking products and processes;
• Ability to work with large amounts of information and interpret information through conducting research and demonstrating resourcefulness
• Technical writing, process mapping or communications experience preferred or the ability to learn proactively to enable proficient updating of knowledge materials

This is a Permanent, Full-time Opportunity Located at 833 Collins St, Docklands VIC 3008 

 

 

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.

 

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers  

You may apply for this role by visiting ANZ Careers and search for reference number AUS136147.

 

#GD4.2