Quality and Compliance Expert

4 weeks ago


Melbourne, Victoria, Australia Australia And New Zealand Banking Group Limited Full time
About the Role

As a key contributor to the Customer Resolutions Team, the Capability & Quality Specialist plays a vital role in driving fair and timely complaint management and fair and consistent complaint outcomes. This role requires a customer-centric decision maker with depth of knowledge and understanding of consumer and regulatory expectations.

Key Responsibilities

Drives complaint case assessments, desktop assessments, documentation, and reporting using the Capability & Quality (C&Q) Framework.
Provides feedback to Case Managers based on case assessment insights and results.
Conducts GROW/coaching conversations and SMART action plans.
Continuously improves complaint processes, knowledge resources, and training content and tools based on case assessment insights and results.
Onboards new starters to ensure the Capability and Fairness Framework and regulatory obligations are understood.
Provides Business Continuity support to the Complaint Handling teams in times of peak volumes.

What You'll Bring

To succeed in this role, you will ideally bring:
A deep understanding of RG 271, dispute resolution principles, as well as knowledge of AFCA processes and requirements.
Demonstrated experience in successfully coaching and mentoring managers and staff.
Excellent communication, stakeholder management, and influencing skills.
A data-driven and analytical mindset.
Experience with Continuous Improvement approaches including root cause analysis, solution design, and implementation.

About ANZ

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 Manila plays a critical role in executing our strategy and delivering 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 make us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.

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