Associate Director, Trade Servicing

**Req ID**: 86740
**Department**: Insto Ops Trade
**Division**: Institutional
**Location**: Sydney
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 & Fulfillment will lead a world class Trade Relationship & Service delivery team responsive to unique business and state based requirements. Collaborating extensively with respective stakeholders to drive business growth and work closely on service / annual reviews for existing and operational readiness for prospective customers.
**Your responsibilities include**: customer enquiry management, managing escalation of customer enquiries including technical enquiries across all Corporate & Commercial Banking 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, and 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.
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**: Based in Sydney, NSW
**Role Type**: Permanent, Full-time
What will your day look like?
As the Associate Director, Trade Servicing & Fulfilment, you will:
Build a culture of continuous improvement where cost reduction and improved service quality are not mutually exclusive.
Identification of cross-selling / and up-selling opportunities (e.g. Portal, financing and other trade products) gleaned through customer interaction and transactions processedIdentify product and service opportunities through proactive customer insight
Create, drive & deliver a customer centric service culture; reduce error rates and turnaround times for key service events. Develop regional client enablement & servicing capability - aligned to our Service Tiering delivery standards. Provide an efficient and effective customer service to Institutional and Corporate sales teams.
Work with business to build, execute and enhance the service delivery framework.
Develop and drive a high performance culture and a diverse and engaged team through effective collaboration, and develop and maintain strong working relationships with stakeholders
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 including proactive engaging customer service skills; the 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, including organisational, leadership and time management skills
**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? (AU)
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 resour