Secured Case Management Team Leader

Req ID: 80793
Department: AR Customer Services Ops Financial Wellbeing Assis
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 an Unsecured Hardship Team Leader, you will ensure that their areas of responsibility are operationally fit. You will be always on the go removing obstacles and paving the way for your staff to succeed. You recognise and develop the potential in your people, collaborate with others to optimise business performance, reduce operational costs, improve customer outcomes and consistently role model the operational excellence principles.

You will also be expected to

contribute practical solutions that activate the operational excellence principles, evolving our operational standards to provide value to our customers.
identify the processes, circumstance, or norms that constrain them, find a way to remove those obstacles, or trial a new process to get the team back to being operationally fit.
possess capacity planning knowledge and commercial mindset that is always front of mind helping you to maintain the balance between time, cost and quality
deliver results and build teams that reflects a coaching and management style that brings out the best in others.
practice an approach that brings your staff and other teams together; encouraging engagement within and outside of the team, roundtable working relationships and networking

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 Building, Eastwood City Libis
Role schedule: Dayshift schedules will be adhered to, Weekends off
Work Set up: onsite during transition phase (3-6 months) and work hybrid afterwards (50/50) or upon regularization
What will your day look like?

Run a check-in meeting with onshore and offshore teams to assess our approach to customer demand for services today. Keep an open dialogue with team members about objectives, adjustments and decisions throughout the day to manage volumes (demand) and resources (supply) and balance time, cost and quality
Have a one-on-one with a direct report, to discuss their agenda items. Clarify questions, follow up on concerns, and encourage them to talk about their performance and self development opportunities.
Meet with other Leads to discuss cross skill opportunities; knowing that your area is heading into a low volume period while others are heading into peak times. You’re keen to keep your staff motivated during this time and skills development is at the top of your agenda.
Meet with business partners to organise a trial co-location of staff for a few days. You’re curious about the challenges their team has with the quality of your team’s outputs, and want to understand from their point what needs to be improved.
Congratulate your team on a job well done delivering a difficult project to a key stakeholder
What will you bring?

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

Proven experience managing and influencing stakeholders.
Banking and Finance experience and knowledge of relevant functional area.
High quality verbal and written communication skills.
Demonstrated ability to analyse performance metrics and take appropriate actions.
Proven experience with operational/team management. Strong operational skills.
Comprehensive understanding of a range of problem solving techniques.
Detailed knowledge of business analysis.
Process design and management experience.
Strong planning and co-ordination skills. Ability to prioritise and work under pressure.
Knowledge of tools and frameworks that can enhance solutions.

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 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 80793
Job Posting End Date

15/11/2024 , 11.59pm, (Melbourne Australia)