Senior Client & Industry Lead

 

 

Senior Client and Industry Lead– ANZ Command Centre
 
Role Location: 833 Collins Street, Docklands VIC 3008
Role Type: Permanent, Full-Time
 
ANZ Command Centre is responsible for overseeing the health of the banks most critical services focused on keeping them running, protected, compliant and consistently delivering to customers. It brings together business, external industry, operations and technical expertise, plugs into all areas across the bank and makes use of real time data to pre-empt, mitigate against and centrally coordinate recovery from any disruptions presenting risk to the bank.
 
As the Senior Client & Industry Lead, your mission as part of the Command Centre is to be the primary interface into the banks most valuable customers ensuring the continuity and consistency of their banking services. In the event of disruption, you will work directing with these clients and interface directly banking regulators where necessary to expedite recovery and restore services. You will also leverage real time data to drive overall improvements to services delivered.   
 
Your key priorities and responsibilities include:

• Oversee the health of services delivered to customers in real time
• Be the primary interface working directly with customers supporting them through any service disruptions
• Represent customers into industry regulatory bodies where appropriate
• Shape, influence and design new service support processes to support future demand
• Leverage real time monitoring data to drive overall improvements for the customer
• Be the customer advocate internally driving continuous improvement initiatives

Who are you?

• The customer’s biggest fan – you demonstrate an intense passion, focus and empathy for ANZ customers, to understand what they need and want from a high performing bank
• A Strong Leader – you demonstrate strong leadership skills to lead a small, driven team of business and technical experts located across two geographies 
• Effective Communicator – you are able to communicate with a broad range of internal & external stakeholders, across all levels
• 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
• Committed to your own and others growth – you strive to stretch and grow yourself and other by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday

What you bring to the Command Centre team?

• An intense passion, focus and empathy for our customers, their needs and wants, putting them at the centre of everything you do whilst optimising customer experiences
• Strong Leadership skills to drive the right outcomes for ANZ, our customers and partners
• Banking domain knowledge in Payments, Transaction Banking & Technology
• Ability to motivate a diverse group of people around a common mission
• Strategic capability– translate strategic directive into customer value propositions
• Ability to explore customer needs in a data-driven way, develop and implement innovation solutions
• Willingness to look at things differently, challenge status quo and innovate where feasible

What might a ‘Day In Life’ look like?

• Engage with customers to understand their needs
• Ensure our customers and regulators are effectively communicated to throughout a service incident (including detection, recovery and post incident remediation)
• Be the voice of the customer in ANZ internal meetings, which may have a technical, business and/ or regulatory focus
• Lead and coach the team to deliver the right customer outcomes ‘first time’.

Working at ANZ
At ANZ, everything we do boils down to the ‘why’ – our purpose – to shape a world where people and communities thrive.  We’re 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.
 
To find out more about working at ANZ, or to view other opportunities visit www.anzc.om/careers. 
 
You may apply for this role by visiting ANZ Careers and search for reference number AUS119057.