Team Leader, Digital Chat

4 days ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 82331
**Department**: National Business Centre
**Division**: Australia Commercial
**Location**: Melbourne
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
**Role Type**: Permanent
**Role Location**: Melbourne
**Work Hours**: Full-time
What will your day look like?
**In a typical day or week you will**:
Develop and grow bankers using NWOL practices to attract, retain, coach, develop and motivate staff for optimum performance to drive deliverables
Reviewing banker’s conversation and practising skill builders to improve the customer experience, ensure QA framework is being met
Prioritising workflow and managing an operating rhythm to ensure a consistent balanced approach managing customer Live Chat conversations as well as the review and optimisation of Live Chat service to enhance the service for our commercial customers
Collaborate with internal stakeholders and team members to solve complex problems aiding a smooth experience for our customers
Embrace, drive and support change both for Live Chat as well as within broader NBC strategies
Continuously build stakeholder relationships to refer insights that can support our digital services with direct customer verbatim
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
A customer centric mindset focused on delivering a world class experience
Experience in coaching, leading & engaging high performing teams
Proven track record in driving customer outcomes
Growth mindset
Ability to drive and track financial targets
Ability to build and leverage relationships across a broad stakeholder group
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
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.
Job Posting End Date
20/12/2024, 11.59pm, (Melbourne Australia)

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