Customer Experience Manager

1 month ago

Sydney, New South Wales, Australia ANZ Full time

About Us

At ANZ, we're shaping a world where people and communities thrive. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

About the Role

We are seeking a highly skilled Customer Experience Manager - Transaction Banking to assist in executing strategies to deliver exceptional customer service to our large and key customers. The successful candidate will be accountable for assisting with processes aimed at ensuring customer satisfaction, driving adoption of digital solutions, customer education, effective resolution of complex requests.

The role requires strong collaboration, relationship, network, and communication skills, as well as a passion for delivering exceptional customer service and assist with a cultural change geared towards first contact resolution. You will work closely with multiple teams across ANZ to deliver superior customer service and be accountable for the quality of your output and customer interactions.

Your Key Responsibilities

  • Assisting with meeting or exceeding customer expectations with efficient and accurate execution of multiple processes in varying degrees of complexity.
  • Work collaboratively with domestic and offshore capability centers, senior leaders in product and coverage and senior leaders.
  • Collaborate with multiple teams to assist with resolving customer issues.
  • Ability to juggle multiple activities concurrently with a 'can do' attitude to benefit the customer with a focus on digitising our offerings.
  • Taking accountability for complex customer challenges and coordinating a timely response/issue resolution including delivery of a high first contact resolution using tools and processes.
  • Identifying, articulating, and eliminating root causes behind any recurrent customer challenges.
  • Proactive customer education to deliver a tangible uplift in customer and banker digital adoption.
  • Contributing to team success, load sharing as required to ensure customers remain front and centre of everything we do.
  • Accountable for the quality of your output and customer interactions. A keen self-learner, identifying personal continuous improvement opportunities aimed at personal growth and consistently delivering a better Cx/Bx.
  • FOLLOWING THE RISK AND ASSURANCE ESCALATION PROCESS AS REQUIRED, ENSURING COMPLIANCE WITH RELEVANT STANDARDS, POLICIES, LEGISLATION, AND REGULATIONS (STATUTORY AND REGULATORY), ENSURING RELEVANT CHECKS ARE IN PLACE TO MINIMISE THE POTENTIAL FOR OPERATING LOSSES.
  • Providing widespread general/critical business and operational support and work in close collaboration with the wider COO leadership team.

About You

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

  • High-quality verbal, written communication, and presentation skills.
  • Exceptional focus on the end-to-end customer experience.
  • Passion for delivering exceptional customer service and assist with a cultural change geared towards first contact resolution.
  • Strong collaboration, relationship, network, and communication skills.
  • Curiosity, experienced in solving complex problems and a desire to continuously improve the system.
  • Ability to quickly adapt and grasp new knowledge, skills, and content.
  • Highly developed analytical and problem-solving skills to enable identification of multiple issues involved with complex business issues and to develop acceptable solutions for customers and the business.
  • Experience in coaching individuals for growth and improved performance.

Salary Range: AU$90,000 - AU$110,000 per annum, plus superannuation and other benefits.

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.

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