Manager, Tb Servicing

**Req ID**: 104805
**Department**: Insto Ops Cash
**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
As a Manager, Transaction Banking Service, you will assist in executing strategies to deliver exceptional customer service to our large and key customers.
You will assist with processes aimed at ensuring customer satisfaction, driving adoption of digital solutions, customer education, effective resolution of complex requests. You will be accountable to deliver timely and accurate outcomes for customers across the range of products seamlessly working with multiple teams across ANZ to deliver superior customer service.
The role is pivotal to completion of daily activities of the Transaction Banking Service team, acting as a key contact point for customers in relation to guidance on any complex matters, facilitate delivery operational excellence, playing a critical role in helping digitise our service offering.
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 VIC
**Work Hours**: Full time
What will your day look like?
As a Manager, Transaction Banking Service you will be accountable for:
Assisting with meeting or exceeding customer expectations with efficient and accurate execution of multiple processes in varying degrees of complexity
Work collaboratively with domestic and offshore capability centers, senior leaders in product and coverage and senior leaders
Collaborate with multiple teams to assist with resolving customer issues
Ability to juggle multiple activities concurrently with a 'can do' attitude to benefit the customer with a focus on digitising our offerings
Take accountability for complex customer challenges and coordinating a timely response/issue resolution including delivery of a high first contact resolution using tools and processes
Identify, articulate, and eliminate root causes behind any recurrent customer challenges
Proactive customer education to deliver a tangible uplift in customer and banker digital adoption
Contribute to team success, load sharing as required to ensure customers remain front and centre of everything we do
Accountable for the quality of your output and customer interactions. A keen self-learner, identifying personal continuous improvement opportunities aimed at personal growth and consistently delivering a better Cx/Bx
Follow the Risk and Assurance escalation process as required, ensuring compliance with relevant standards, policies, legislation, and regulations (Statutory and Regulatory), ensuring relevant checks are in place to minimize the potential for operating losses
Provide widespread general/critical business and operational support and work in close collaboration with the wider COO leadership team
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
High quality verbal, written communication, and presentation skills
Exceptional focus on the end-to-end customer experience
Passion for delivering exceptional customer service and assist with a cultural change geared towards first contact resolution
Strong collaboration, relationship, network, and communication skills
Curiosity, experienced in solving complex problems and a desire to continuously improve the system.
Ability to quickly adapt and grasp new knowledge, skills, and content
Highly developed analytical and problem-solving skills to enable identification of multiple issues involved with complex business issues and to develop acceptable solutions for customers and the business
Experience in coaching individuals for growth and improved performance
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 an