Associate Director, Trade Servicing

**Req ID**: 78496
**Department**: Insto Ops Trade
**Division**: Institutional
**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 customers. 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
The Associate Director, Trade Servicing & Fulfilment will report to the Director Trade Servicing and Fulfillment and will lead a world class Trade Relationship & Service delivery team responsive to unique business and state based requirements. You will collaborate extensively with respective stakeholders to drive business growth and work closely on service and annual reviews for existing and operational readiness for prospective customers.
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 Location**: Australia
**Role Type**: Permanent, Full-time
What will your day look like?
As the Associate Director, Trade Servicing & Fulfilment, you will be accountable for:
Customer enquiry management, managing escalation of customer enquiries including technical enquiries across all C&CB and Institutional market segments.
Developing a high performing team focused on all aspects of Service culture: customer retention/satisfaction/effort, building strong customer relationships and identifying customer cross-sell opportunities.
Providing a cost effective service for customers and deliver year on year improvements in terms of cost, service and process quality.
Driving a culture of innovation and cost efficiency to improve speed to market, eliminating manual processes/handoffs at the same time enhancing the customer value proposition.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
In-depth knowledge of all aspects of trade products including relevant ICC publications and ANZ's trade processing system desirable. Strong understanding of the risks associated with the processing of international trade transactions.
Communication Skills; strong communication and interpersonal skills, comfortable/experience in leading both internal team and client meetings. Excellent stakeholder management skills
Customer Service Skills; proactive engaging customer service skills; ability to interpret & influence service expectations, and translate same in expected outcomes for the customer.
Strategic Leadership; demonstrated team management and inter personal skills including proven ability to motivate and inspire; ability to manage a group of people and ensure they co-operate fully to generate a harmonious team environment; and organisational, leadership and time management skills
**Team / Stakeholder Management**: strong, clear, concise communications skills across Sales, Relationship & Product Sales teams gaining trust, consensus and making impact; extensive experience in creating trusted relationships. Proactive inputs to new client onboarding and customer issue case management.
**Operations Management**: demonstrated experience in leading operations (processing & servicing) teams to improve operations maturity and to strive for world class trade service and business excellence. A proven track record in initiating and implementing strategic change; outsourcing and offshoring.
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
01/11/2024, 11.59pm, (Melbourne Australia)