Strategic Initiatives and Process Manager

2 weeks ago

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

We are seeking a highly skilled and experienced professional to lead our end-to-end advice journey, driving process improvement and change management initiatives to enhance client experiences and business efficiencies.

Key Responsibilities
  • Manage and drive a high-performing team to own, manage, embed, and continually improve the advice journey for clients and Private Bank staff.
  • Work closely with Advice Systems to ensure a strong technology lens is applied to all new initiatives, driving advice quality, client experience, and business efficiencies.
  • Manage change and communication requirements for the business, ensuring seamless execution and minimal disruption.
Client Focus
  • Identify opportunities and execute solutions to simplify advice processes and deliver quality client experiences.
  • Act in line with our purpose and strategy to re-engage the community, ensure our products and services are provided honestly, fairly, and free of conflicts of interest.
Process Focus
  • Evaluate opportunities to implement changes to processes, policies, systems, and procedures to enhance customer and banker experiences.
  • Be a key SME in the advice process, providing phone and email-based support to frontline staff on end-to-end process queries.
  • Collaborate with Advice Systems to ensure advice technology is driving process and being effectively embedded.
  • Manage and support the implementation of identified improvements across the end-to-end advice chain.
  • Adhere to ANZ policy and processes.
  • Utilize advice technology and other ANZ systems in line with process, procedure, and guidance.
People Focus
  • Successfully lead a team of advice specialists, fostering a culture of high performance.
  • Continued professional development of self and mentoring and supporting other staff.
  • Prepare and present webinars and face-to-face training to frontline staff, Paraplanning Team Leads, and Advice Directors.
  • Participate as an active member of the Advice Enablement Leadership Team to strive for continual growth and improvement across the advice business.
  • Engage regularly with business stakeholders to improve efficiency, simplify the advice process, and deliver an improved client experience.
Risk, Compliance, and Behaviours
  • Ensure all advice process documentation and templates reflect both regulatory and legislative obligations (Retail and Wholesale advice).
  • Keep abreast of legislative and regulatory change, continually updating our business process to ensure our business remains compliant and effective.
  • Adhere to ANZ's values and expected behaviours.
  • Ensure the Business acts within the Corporations Act, ASIC regulatory requirements, Adviser Code of Ethics, and all other legal and regulatory requirements.
  • Remain compliant with continuous professional development requirements.
  • Role model and promote an ethical and compliance-driven mindset, always ensuring the best interest of the customer is met, aligned with ANZ's purpose.
What You'll Bring
  • 10 years of financial services experience, with a minimum of 5 years in advice process, document development/improvement, and change management.
  • Ability to identify opportunities and execute solutions to simplify advice processes and deliver quality client experiences.
  • Experience managing staff in the Advice industry and a strong understanding of the market.
  • Proven change management and leadership skills due to anticipated significant regulatory and business change.
  • Excellent understanding of advice process, legal, and regulatory requirements.
  • Experience across retail and wholesale advice.
  • Excellent written, verbal communication, and presentation skills.
  • Attention to detail along with a passion for problem-solving.
  • Effectively collaborate with stakeholders across all levels of the organization.
  • A proven champion for change.

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