Senior Manager, EDR

Company description:

ANZ Banking Group Limited

Job description:

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

ANZ aspires to have an outstanding reputation with our customers, regulators and ombudsmen. As a champion for fair treatment for customers, Senior Managers at Customer Resolution in the Controls & Customer Outcomes (CCO) Portfolio will directly manage teams that are responsible for quality outcomes for complaints escalated via internal channels, AFCA, OAIC and other industry bodies and interest groups.

Reporting to the Head of Customer Resolution, as a Senior Manager, you will help ensure ANZ's dispute resolution practices are met to a high standard and complaints are investigated to ensure fair and consistent outcomes for customers. You will lead the External Dispute Resolution (EDR) and Complex teams, managing EDR complaints with increased visibility, complexity and sensitivity such as Scams, Deceased Estates and complaints sent to the CEO and Management Board and other complex issues, as well as complaints that are lodged through EDR schemes such as the Australian Financial Complaints Authority (AFCA) and OAIC. Furthermore, you will be responsible for ensuring that quality standards are met, risk management and compliance & oversight are managed in line with ANZs framework. You will also be the relationship point for AFCA including meeting, coordinating and presenting at bi-monthly meetings, and have an oversight of invoicing and budgets.

Role Location: 833 Collins Street, Docklands VIC 3008

Role Type: Permanent, Full time

What will your day look like?

As a Senior Manager, you will be accountable for:

• Developing strong operational rigor and nurturing a culture that supports quality and timely outcomes for customers
• Developing strategies that lead and inspire a large team and continually improve the way we understand and resolve complaints
• Engaging and leading through coaching, mentoring, and professional development strategies; developing specialist capabilities, and fostering access to expertise via business relations
• Leading the function to continuously improve complaint management across the complaint lifecycle
• Evaluating opportunities to implement changes to processes, policies, systems etc. to deliver enhanced customer experience and partnering to deliver these
• Working together with all parts of Customer Resolution to develop and implement the strategy and realise Customer Resolution objectives.

What will you bring?

To grow and be successful in this role, you'll ideally bring the following:

• Senior manager level acumen with proven experience leading complex and dynamic operations
• Understanding of dispute resolution principles; customer advocacy and regulatory compliance
• Strong ability to identify, monitor and manage risks, issues and dependencies, agreeing appropriate responses
• Significant experience in coaching and mentoring people leaders and staff strong background in leading, building and coaching resilient high-performance teams with a growth mindset; Leadership style that is known for strong employee engagement amidst a challenging environment
• Ability to build productive relationships with team members, customers, peers and stakeholders
• Experience in co-designing and delivering sustained operational changes and reputational improvement with excellent communication and influencing skills, supported with a data-driven and analytical mindset
• Strong stakeholder management and leadership skills, including strategic thinking, influencing, collaboration and people management; ability to quickly gather information on operational matters and communicate with key stakeholders
• Ability to work in a dynamic, agile and sometimes ambiguous environment; can collaborate across diverse teams and stakeholders, creating a shared purpose that brings people together to deliver outstanding outcomes aligned to a mission and be a connector - acutely aware of teams and stakeholders in a way that you know when and how to leverage the expertise of others to deliver
• Thinks strategically and commercially, drives an adaptive, agile risk culture and motivates organisational change
• Relevant experience in customer experience, complaint management or Compliance or related disciplines, and a passion for improving Customer and Banker experience.

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.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit You can apply for this role by visiting ANZ Careers and searching for reference number 96055.

Job Posting End Date

04/06/2025 , 11.59pm, (Melbourne Australia)

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