Coach Lead, ANZ Plus (55354)

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

As a Coach Lead, you will lead the Manila team that supports ANZ Plus customers. You will lead a team of Support Coaches and work together with other Coach Leads whilst overseeing the growth and expansion of the ANZ Plus presence in Manila Group Capability Centre. This will include recruitment and development of the team through running inductions, training, coaching, mentoring, and oversight.

As a key member of the Coaching Leadership Team and the Manila Customer Contact Centre Leadership team, you will also play a pivotal role in leveraging data and insights to influence the design and evolution of the ANZ Plus proposition (including technology) to ensure that we can continue to grow customer self-service and reduce / streamline human supported activity. Moreover, raising issues and identifying improvement opportunities will also be critical components of your role.

Role Location : MDC 100 Building, Eastwood City, Libis, Quezon City

Role Type : Full-time, Permanent

Shift Schedule : Morning shift (rotating roster between Monday – Saturday)

Work Arrangement : Hybrid setup

• You will build new relationships and strengthen existing relationships with key stakeholders across ANZx and the Manila Service centre as well as Customer Engagement
• Be an innovator and a strategic thinker who can help us evolve and improve how we use technology and run our coaching interactions to improve the customer experience
• You will work with colleagues to continue to simplify and streamline the customer and coach experience. You’ll work directly with Product Owners, BAs, Engineers to help make this happen
• Optimising and de- risking our processes are important – you will monitor work-flow activities and outcomes to ensure we meet service standards and minimise risks. This includes establishing robust processes to ensure audit trails and checks are in place to maintain accurate operational processes
• Coach the coach. You will jump on the tools, supporting customers yourself so you can truly understand both the customer and the coach’s experience. You’ll continue to build on the performance and capability of the team through coaching and development - ensuring customer outcomes are priority
• Build, lead and develop multiple squads of coaches and support coaches, that will live and breathe our purpose to shape a world where people and communities thrive

We know not everyone will bring all of the skills and experience, and at ANZ we are focused on people bringing a growth mindset to their approach to work. Some of the skills we are looking for are below, but don’t worry if you don’t have all of these as learning on the job is the way we work. 
But back to some of the skills –

• Proven Retail or Small Business banking experience
• Strong people and performance management skills
• Solid experience in processes and operational requirements
• Has a strong analytical and commercial mindset
• Genuine desire to help Australians with their financial goals (aligned to our Financial Wellbeing principles)
• Innovator, hands-on, and has growth mindset
• Proven ability to work in a fast-paced environment with challenging targets
• Superior commitment to Customer Service and results-driven
• Strong planning, and co-ordination skills
• Ability to work under pressure, prioritise work & lead the team
• Solid experience in the contact centre industry with experience working in a Customer Service and/or Sales environment

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.

55354. 

  05/01/2024 , 11.59pm, (Melbourne Australia)