Chapter Lead, Capacity

Found in: Talent AU C2 - 2 weeks ago

Melbourne, Australia Australia and New Zealand Banking Group Limited (ANZ) Full time

Chapter Lead, Capacity & Insights

Chapter Lead, Capacity & Insights

Req ID: Department: AR Customer Services Ops Operations Performance Division: Australia Retail Location: Melbourne

About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business, or saving for things big or small. 

As a Chapter Lead, Capacity & Insights, your role is to act as the Chapter Lead for a Team of Capacity Planners that support our customers across Customer Service Ops, Customer Resolution & Remediation.

This role is accountable for:

Chapter Lead / SME for Capacity Planning Balance and coordinate workload and support across the wider Australian Operations Assist in the day-to-day management of a team of Capacity Planners Oversee the Design and application of a robust framework for capacity planning within operations Defining the principles, tools, templates, practices and standards around controlling our operation on an intra-day, day/week, week/month, month/quarter and longer time horizons Partner with business leaders & executives in the business to drive proactive decision making around operational management and the need to balance cost, quality, service, and risk Building on the use of, and adherence to, AOM methodology and provide clear guidance and support regarding performance, planning accuracy, resource flexibility, intra-day resource optimisation and short interval control, and driving the embedment of the requisite operational behaviours

Role Location: Collins Street, Docklands VIC

Role Type: 12-month Secondment/Fixed-term opportunity, Full-time

What will you bring?

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

Proven ability in undertaking complex analysis using sophisticated processes and evaluating outcomes. Drawing essential links between disparate data. High level of competency of Excel and other data manipulation tools required

Sound knowledge of capacity planning at a strategic and practical day-to-day level

Excellent stakeholder management and engagement skills

Excellent problem-solving skills using data to support recommendations and escalations

Places a strong emphasis on accuracy and quality

Demonstrated capability in understanding and executing all aspects of operational control, loading, scheduling and sequencing

You’re not expected to have % 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?

There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers. 

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 and community you need to take the next big step in your career, towards even bigger things in the future. 

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements. 

You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support. 

Job Posting End Date

23/04/, 11.59pm, (Melbourne Australia)

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