[Immediate Start] Business SME, Process Management

Business SME, Process Management & Customer Journeys

Division: Risk

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

This role is a trusted advisor and enabler, responsible for upskilling process capability and maturity across the ANZ divisions. This role goes beyond technical modelling, focusing on coaching business units to understand and build customer journeys/value chains, end-to-end processes, and the interplay of risks, controls, and obligations.

Provides oversight, partners with stakeholders to embed process excellence, resilience, and compliance, ensuring quality processes deliver value and meet internal and external standards.

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 Type: 12 Months Fixed term opportunity
Role Location: Melbourne or Sydney
Work Hours: 40 hours

What will your day look like?

As a Business SME, Process Management & Customer Journeys, you are ideally responsible for:

1. Process Coaching & Capability Uplift

- Coach and mentor divisions, process owners, SMEs, and teams to build understanding of customer journeys/value chains, process connectivity, and end-to-end flows.

- Facilitate workshops and learning sessions to uplift process management capability, risk identification, and documentation of controls.

- Leaning into actively map customer journeys/value chain processes if required and support teams to do so in Signavio, enabling appropriate approval/sign-off

- Ensure process models reflect accurate risks, controls, and obligations, to a high quality

2. Stakeholder Engagement & Change Enablement

- Act as a conduit between business units, Risk, BG&C, RCRP and Enterprise Governance, facilitating issue resolution and sharing best practices.

- Support change initiatives by ensuring process impacts, risks, and controls are considered at all stages

- Champion a culture of learning, collaboration, and accountability

3. Risk, Controls & Obligations

- Guide teams to identify, assess, link and manage risks and controls within their processes, ensuring compliance with applicable legislation and regulatory requirements.

- Help business units identify and apply obligations to process maps, understand and document control frameworks and assurance practices.

4. Customer Journeys & End-to-End Process Excellence

- Enable teams to see the bigger picture — how their processes fit into broader Customer Journeys and impact customer outcomes.

- Promote holistic thinking, helping teams connect upstream and downstream activities, dependencies, and handoffs.

- Drive continuous improvement initiatives that optimize value delivery and operational resilience.

What will you bring?

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

- Strong coaching and facilitation skills, with a passion for developing others.

- Signavio process mapping expertise

- Knowledge of ServiceNow, including risk and control module

- Deep understanding of customer journeys/value chains, end-to-end process management, and business operations.

- Experience in risk management, control frameworks, and regulatory compliance.

- Ability to translate complex requirements into practical, actionable guidance.

- Excellent stakeholder engagement and communication skills.

- Experience with process modelling tools and governance workflows.

- Lean Six Sigma or similar process improvement expertise highly regarded.

- Business acumen, resilience, and a collaborative mindset.

This role is designed to be hands‑on, visible, and influential—helping Divisions not only model processes, but truly understand and manage the risks, controls, and obligations that underpin operational resilience and value delivery.

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?

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 103978.

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