Divisional Capability and Quality Specialist

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Divisional Capability and Quality Specialist

Department: AR Customer Resolution Complaints Resolution

Division: Australia Retail

Location: Melbourne

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

ANZ aspires to have an excellent reputation with customers, regulators and ombudsmen. This role is a key contributor and partner with the Complaints Team. As a champion for quality and fair customer outcomes and meeting regulatory obligations, the Divisional Capability & Quality Specialist:

- Drives efficient and effective complaint management and fair and consistent complaint outcomes across ANZ.
- Continuously improves complaint processes, knowledge resources and training content.
- Provides insights and feedback to Australia Retail Division Business Units to continuously uplift customers' complaint experience.

Role Type: 12-month secondment/Fixed Term Contract
Role Location: Australia

What will your day look like?

This role is accountable for:

- Complaint case assessment, documentation, and reporting using the Capability and Fairness Framework.
- Feedback to Business Units based on case assessment insights and results.
- Continuously improving complaint processes, knowledge resources and training content and tools based on case assessment insights and results.
- Contributing to AI strategies for quality assessments across ANZ.

What will you bring?

The 'must have' knowledge, skill, and experience (KSE) the role requires are:

- A customer centric decision maker with depth of knowledge and understanding of consumer and regulatory expectations.
- Understanding of RG 271 and ANZ's Dispute Resolution Principles.
- Excellent communication, stakeholder management and influencing skills.
- Excellent writing skills with demonstrated proficiency in customer communication in plain English.
- Demonstrated analytical thinking.
- A data-driven and analytical mindset.
- Experience with Continuous Improvement approaches including root cause analysis, solution design and implementation.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. 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're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 90916.

Job Posting End Date

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