Capability & Change Manager

5 days ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 93823
**Department**: AR Customer Resolution Complaints Resolution
**Division**: Australia Retail
**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
The Capability and Change Manager will lead the learning and development and the continuous improvement team in Customer Resolution. This role will be overseeing both the development of Customer Resolution capabilities (such as skills, processes, or technologies) and managing the change process within the business by working with stakeholders to clearly assess the business impact and to ensure smooth roll out and measuring sustainable embbedment
**Role Location**: Melbourne
**Role Type**: Permanent, Full time
What will your day look like?
**This role is accountable for**:
Building and developing priorities across capability solutions and continuous change across Customer Resolution. This includes core curriculum pathways, accreditation frameworks, meeting regulatory & Compliance standards, and leadership or professional skills.
Engaging with key business stakeholders to identify and diagnose gaps
Effectively managing teams to develop a suite of blended learning solutions which include multi-channel materials, initiatives, activities, embedding activities, review frameworks and evaluation criteria.
Developing implementation plans for capability solutions
Understanding change methodologies and toolsets to deliver continuous improvement uplift, maintaining key supporting knowledge materials and delivering change in manageable and sustained manner.
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Proven experience and track record leading people across the disciplines of coaching, developing, leading and implementing capability and change programs.
Knowledge and experience in handling complaints within the banking sector, including familiarity with relevant regulations, industry standards, and best practices for complaints management
Demonstrated proficiency in agile working practices
Experience working in Implementation/Change Manager experience in Financial Services
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
23/05/2025, 11.59pm, (Melbourne Australia)

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