Change Lead

**Req ID**: 82158
**Department**: AR Customer Services Ops Customer Protection COE
**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
As a Change Lead in Customer Protection, you will deliver change and provide support to the Senior Manager, Change & Capability to build, measure and improve the change capability in the team and provide an integrated view of change health across the business. Along with the Change & Implementation Analysts, the role with supporting change projects and initiatives to successfully deliver change within the business, from scoping to design, delivery, implementation, measurement and continuous improvement. The role will also be responsible for driving business readiness with regards to all major external projects impacting Customer Protection. You will work with stakeholders across tribes and the Customer Protection value chain to influence outcomes and design solutions, processes and effective delivery.
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
**Work Hours**: Full-time
What will your day look like?
**This role is accountable for**:
Supporting change projects and initiatives to successfully deliver change within the business
Front door management and advisory, understanding impacts, risks and controls across the CP landscape
Manage and execute CP Change governance forums and participate in other tribe change forums and working groups.
Coaching and development for the Customer Protection Change team, and wider CP team to assist future pipeline of talent
Develop and embed the CP Change Playbook with education and rollout across CP
Development & continuous improvement of tools and resources to embed the Change Framework
Identifying and assisting Change Analysts to identify potential change risks and issues, assumptions, dependencies and decisions impacting implementation and work with change leads/stakeholders to develop mitigations and plans to address them.
Scoping, prioritising and delivering the change components / deliverables
Ensuring that change governance and change records are implemented and audit ready
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Previous change management experience including running workshops, process and journey mapping
Understanding of Customer Protection / Fraud Subject Matter expertise (favourable but not essential)
Collaborative approach to problem solving with experience in influencing outcomes
Proven track record for successful roll out of projects into the business
Passionate about delivering exceptional customer & banker experiences
Ability to quickly gather information on the progress of work and communicate this to key stakeholders
Able to identify, monitor and manage risks, issues and dependencies, agreeing appropriate risk responses
Ability to make decisions autonomously and communicate direction, rationale and outcomes clearly - bring people on the journey
Ability to adapt quickly, work under pressure and manage multiple activities in accordance with delivery requirements and timelines
Good research and analytical skills, and problem solving ability
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
31/12/2024, 11.59pm, (Melbourne Australia)