Change Manager

Change Manager - Complaints Uplift Program

Req ID: 95457

Department: AR Customer Resolution

Division: Australia Retail

Location: Docklands

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 Change Manager - Complaints Uplift Program will lead the design and execution of change management strategies to support the successful delivery of the Complaints Uplift Program, including the implementation of AI-powered solutions. You will work closely with key project stakeholders in Customer Resolution, Data Portfolio, ANZ Plus, Assurance as well as key support partners in Risk, Technology and Operations to ensure readiness, adoption and sustainable change across all impacted areas.

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: 12 Months Secondment or Fixed Term Opportunity
Role Location: 833 Collins Street, Docklands VIC 3008
Role Schedule: Full Time (40hrs/week)

What will your day look like?

As a Change Manager, you are accountable for:

• Developing and implementing an end-to-end change management plan covering stakeholder engagement, communications, training and business readiness

• Facilitating the change impact assessment to identify the impact of an initiative/project, both within and outside of ANZ. Analysing and communicating impacts across the value chain with the right people at the right time.

• Analysing customer/employee journeys to understand downstream impacts, cross divisional impacts, and integration points, addressing any impacts uncovered.

• Identifying and maintaining stakeholder information and facilitating the engagement plan.

• Supporting communication efforts, including design, review and delivery of communications and leadership / employee engagement. Align communications to strategic narrative.

• Conducting change readiness assessments, identifying, and mitigating possible areas of concern.

• Developing a transition plan to embed the change including handover to BAU.

• Supporting the embedment of change in the business to ensure business outcomes are achieved.

• Identifying and escalating change risks, with proposed treatment plans

What will you bring?

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

• Proven experience as a Change Manager on complex, multi-stream programs — ideally with regulatory, technology, or process transformation elements.

• Familiarity with customer resolution or complaints management processes is highly desirable.

• Strong working knowledge of change methodologies and principles and stakeholder engagement practices.

• Demonstrated ability to work across business, operational, and technology teams, bridging strategic goals and frontline adoption.

• Excellent communication, facilitation, and relationship-building skills.

• Experience developing training and communication content across varied formats and audiences.

• Ability to manage multiple change streams in a dynamic program delivery environment.

• Tertiary qualifications in business, HR, psychology, communication or a related discipline are desirable.

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.

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 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

Job Posting End Date

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