Manager, Client Service Centre

Build a rewarding career in an innovative and collaborative environment
Join an organisation that supports diversity and equal opportunity employment
Work for a leader in Flexibility in the work place

**Note**: This role has 2 vacancies

About the role

**Role Location**: Melbourne

**Role Type**: Permanent, Full-time

Reporting to the Manager, Client Service Centre, your role will be responsible for leading and managing a team which is accountable and responsible for end to end customer service for ANZ Australian & NZ Transaction Banking & Cash Management Customers.

In addition, you will also be accountable for ensuring process outputs meets agreed quality, risk management and timeliness standards.

You will also lead responsibility and accountability for the management of recruitment, BCP Planning, succession planning IVR & Telephony and ANZ inclusion programs for the wider Customer Service Centre.

You will work closely with Production Support, Service Delivery, Wholesale Digital, Product Teams, Channel Business Partners and TB Front Line Account Management to pilot and commercialise new customer offerings, effective delivery of Change Management and ensure the highest levels of Customer Service are provided.

In this role, you are to build an operationally mature team which has a focus on capacity management, quality control, risk mitigation and timely execution of services across all teams servicing

Your role is considered to be the 2IC to the Manager, Client Service Centre and as a result will when called upon attend various forums, focus groups, leadership team meetings and virtual team meetings on behalf the wider Client Service ELT.

Strong end to end process knowledge, along with significant experience in operations management and contact centre environments is required for this role who should also be capable of juggling multiple activities and projects concurrently with a 'can do' attitude to benefit the customer and the organisation.

You will also be responsible for developing a team that is customer centric, high performing and which strives to deliver world class service to our customers. This is done by placing the customer at the centre of every interaction and transaction, by taking ownership of their enquiries and by always continuously looking for ways in which the customer experience can be enhanced via the use of Self Service options.

What will your day look like

**A typical day may involve**:
Lead and encourage team through change initiatives to deliver productivity and efficiency gains that are reflected in the overall business to maximise team value without impacting on quality.
Create an environment that enables customers to receive quality of service whilst ensuring there is a match between operational needs, customer expectations and perception of service received.
Provide an efficient and effective customer insight/behaviour information service to key stakeholders and internal support teams
Rationalise, simplify and standardise processes and procedures and ensure sensible uniformity. Champion team's root cause analysis outcomes to resolve concerns and continuously improve quality of processes and customer experience.
Instil and embed a business excellence culture and use continuous improvement techniques to resolve identified problems and drive service outcomes
Build a high performance culture across team by building employee operations management capability and by having coaching and development conversations with team leaders/members and source 70/20/10 learning solutions.
Co-ordinate your business’ response to issues raised by internal and/or external governance stakeholders (including Audit and regulators) to ensure that appropriate actions are identified, ownership assigned and monitored for completion
What will you bring?

We know not everyone will bring all of the skills and experience, and at ANZ we are focused on people bringing a growth mindset to their approach to work. Some of the skills we are looking for are below, but don’t worry if you don’t have all of these as learning on the job is the way we work.
But back to some of the skills
- To be successful in this role, you will ideally bring the following:
Experience developing, coaching and leading large service oriented teams over multiple Channels

**A proven track record in**: initiating and implementing change; offshoring and leading teams through change
Demonstrated ability in the management of a medium sized Contact Centre, complex IVR & Telephony infrastructure, capacity planning, Real time analysis, scheduling, metrics
Industry knowledge of Cash/Liquidity Management (Transaction Banking) industry, market trends and servicing of Institutional/FI/Corporate customers while not necessary, would be highly regarded
Problem solving & analysis
Proven experience in developing, building and maintaining effective customer and stakeholder relationships
So, why join us?

We’re reinventing the way we do banki