Associate Director, Customer Documentation

**Req ID**: 94329
**Department**: Insto Ops Lending
**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 an Associate Director, Customer Documentation in our team, you’ll play a key role in helping to support the Director, Customer Documentation. This role will assist to deliver enhanced operational efficiency and customer experience. The role will assist in ensuring the delivery of a robust documentation processes. In addition the role will assist with efforts to orchestrate seamless integration with transaction banking operations (eg cash management services) and lending operations (eg facility establishment) and facilitate the delivery of timely and accurate outcomes for customers across multiple segments.
The role will contribute to efficient resource planning and allocation, identify opportunities to leverage cost effective means of delivering critical customer outcomes, business unit reporting/data management, and establishing and maintaining customer centric collaborative relationships.
The role will be pivotal to overseeing daily activities of the Documentation and Data team, act as the contact point for the team in relation to guidance on any complex matters, facilitate delivery of quality service and operational excellence with regard to customer outcomes, playing a critical role in helping digitise our service offering and provide step up to provide coverage when the Director, Customer Documentation is unavailable
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**:

- Key contributor to 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, senior leaders within COO and occasionally with ILT executives
- Collaborate with teams such as Lending Fulfilment/Service, Onboarding, Trade Operations to ensure seamless integration of customer documentation processes across different product lines
- Ability to juggle multiple projects and activities concurrently with a 'can do' attitude to benefit the customer with a focus on digitising our offerings.
- Key assistance provided to regularly evaluate and optimise customer documentation process for efficiency, accuracy, and speed. Provide inputs to augment process including solutions to streamline document generation, review, and collateral management.
- Partner with the Director, Customer Documentation role to embed a strong service culture to help identify, articulate and eliminate root causes behind any recurrent customer challenges
- Manage team capacity to ensure appropriate SLA expectations across all areas are met.
- Contribute to the development and management of efficient and best practice reporting analytics to generate customer and banker insights, drive team performance, produce stakeholder reporting and aid decision making re product strategy and exceptions
- Assist with the use of customer data to glean insights, driving process improvement delivering operational efficiencies and ensusring alignment with various strategic inititves
- Partner with the Director, Customer Documentation role and provide inputs in relation to cost effective strategies whilst mainting the required level of service quality
- Provide coaching, support, training and guidance to the members of your team to drive personal growth and career development
- Be the key liaison and engagement lead with the appropriate functional areas, including the Institutional Operations Change function, to oversee the implementation of the required improvements and strategic initiatives.
- 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
- Ensure ANZ’s core values are always maintained in dealing with staff, colleagues and customers Resolving internal & external issues or escalating thought out solutions as required
- Provide widespread general/critical business and operational support and work in close collaboration with the the wider COO leadership team

What will you bring?
To grow and be successful in this role, you will idea