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Complaints Reduction and Improvement Specialist

1 week ago

Melbourne, Victoria, Australia ANZ Full time
About Us

We're committed to building a workplace that reflects the diversity of the communities we serve. Our mission is to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

This role will drive continuous improvement opportunities focusing on complaints reduction. The successful candidate will work collaboratively with multiple stakeholders to analyse complaint data for trends and root causes, and lead initiatives to improve products, services, and customer experiences across the Retail Division.

  1. Educate stakeholders on the importance of complaints data and insights
  2. Develop tangible actions to sustainably address complaint drivers and reduce complaints volumes
  3. Communicate and influence a range of stakeholders
  4. Provide regular reporting and monitoring of activities and measurable impact on complaint reduction
  5. Identify early blockers or impacts to progress of initiatives
  6. Present data-driven insights and recommendations to senior leadership in a clear and actionable manner
Requirements
  • Strong analytical skills; specifically, the ability to assess large amounts of information, draw conclusions/insights and make recommendations
  • Excellent communication and facilitation skills
  • A thorough understanding of business processes and how complaints data can be used to support and improve business processes
  • Strong leadership, communication, and interpersonal skills, with the ability to engage with and influence senior stakeholders
  • A flexible, reflective and adaptable working style (able to work in ambiguous, fast paced and cross-functional team environments)
  • High attention to detail with a focus on data accuracy and consistency
Benefits

We offer a range of benefits to our employees, including access to health and wellbeing services and discounts on selected products and services from ANZ and more.