Operations Manager, Client Interaction & Enablement

• Key role in providing business and operational support for Customer Interaction and Enablement teams
• Collaborative / high performing team
• Highly engaged culture aiming to support your development

About The Role

Role Location: Melbourne, VIC

Role Type: Permanent, Full-time Opportunity

As an Operations Manager, Client Interaction & Enablement you will provide widespread general/critical business and operational support and work in close collaboration with the Customer Interaction and Enablement teams. You will be responsible to oversee incident management, validate and articulate customer & banker impact and coordinate appropriate response including ownership of required improvements delivery and any remediation activities. You will be accountable for the Quality and Capability function within the broader Client Interaction & Enablement teams including analyzing emerging trends and continuous improvement opportunities aimed to consistently deliver a better customer and banker experience.

Responsibilities

• Oversee and coordinate incident management and response process including root cause analysis and implement required changes.

• Contribute to the development and management of efficient and best practice reporting analytics to drive performance and customer insights

• Be the key liaison and engagement lead with the appropriate functional areas, including the Institutional Operations Change function, to oversee the implementation of the required improvements and strategic initiatives.
• Contribute to the strategic business improvement change agenda that provides operational efficiencies, reduced running costs, elimination of operational losses across all aspects of Customer Interaction & Enablement through a strong quality culture
• Entail broad stakeholder management, including Senior Leaders, across Transaction Banking, Institutional businesses, Wholesale Digital and Technology.

About You

To grow and be successful in this role, you will ideally bring the following:

• Strong management experience, including change management
• Demonstrated ability to support and deliver Change partnering with various teams
• Ability to pivot and multitask in a high volume, fast paced environment
• Knowledge of Institutional Product suite and ANZ systems preferred
• Strong analytical skills and critical thinking
• Demonstrated technical ability/computer skills i.e. Excel, Access, PowerPoint

About ANZ

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

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 Taleo Job Code (AUS136586).