Operations Excellence Lead

2 days ago


Melbourne, Victoria, Australia Australia and New Zealand Banking Group Limited Full time

As an Operations Excellence Lead at Australia and New Zealand Banking Group Limited, you'll be responsible for driving operational excellence across Retail. You will work closely with cross-functional teams to develop business cases for transformation projects, define KPIs, set targets, and contribute to strategic planning.

About This Role

You will conduct analysis, gather insights, benchmark competitors, and provide recommendations to drive strategic change across Retail. This role offers a unique opportunity to contribute to the bank's growth and innovation, requiring a comprehensive understanding of Retail Channels (Digital, Branch, Contact Centre - including voice and messaging across Classic and Plus), modernising channel experience, and the future state for ANZ Plus and Suncorp.

Key Responsibilities
  1. Leading operational excellence initiatives across Retail to drive business growth and improvement.
  2. Conducting in-depth analysis of market trends, competitor activities, and regulatory changes to identify opportunities and threats for strategic initiatives.
  3. Collaborating with cross-functional teams to develop comprehensive business cases for transformation projects, outlining objectives, benefits, and strategic value.
  4. Defining KPIs and success metrics across Customer Engagement Channels, including setting targets that align to future state vision and contributing to the strategic planning process.
  5. Monitoring the performance of transformation and strategic projects against defined KPIs and milestones, identifying areas for optimisation, and providing regular updates to senior management.


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