Analyst Wholesale Digital Support

3 months ago

Auckland City, New Zealand ANZ Banking Group Full time

**Req ID**: 76888
**Department**: Insto Ops Client Services
**Division**: Institutional
**Location**: Auckland
Ko Mātou - About Us
Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. 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.
Mō te tūranga - About the role
The Wholesale Digital Support team is a multi-geography team that provided specialised support to Institutional customers across multiple and varied banking services. We are expanding our team in New Zealand to provide a truly global support model for our customers.
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 / Full-time
**Role Location**: Auckland - Tāmaki Makaurau / Wellington - Te Whanganui-a-Tara
Ka aha tō rā e kite ai? - What will your day look like?
Key responsibility of the role is to monitor, detect and pre-empt potential incidents which may carry significant reputational, regulatory and/or financial impacts to ANZ & and its customers. By leveraging a consolidated group of highly skilled, experienced individuals with access to mark leading visual management software, the role is also responsible for coordination and recovery of all disruptions.
Some of the key responsibilities of this role include, but not limited to:
Management of Agency Support to Bank Appointors and TB clients (Government Agencies, etc) inclusive of monitoring and management of disruptions to their respective services
Management of 2nd level support for complex enquiries received from Client Service Centre (Australia, New Zealand, Asia)
Liaise with Frontline, Operations and Technology Support teams to resolve incidents and platform issues in a timely and efficient manner
Maintain strong collaborative relationship with our customers, business units and technology partners
Mentor and coach staff members within team and across the enterprise
Subject matter expertise for Wholesale Digital & Transaction Banking Channels
Ōu Pūkenga? - What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Strong payments domain knowledge including customer-facing channels and operations
Demonstrated customer service skills (internal and external) including relationship building
Strong written & verbal communication skills
Create a working environment where you and your colleagues can learn, grow and perform to their best
Drive great performance across your team by having meaningful performance conversations balanced across HOW we work, WHAT we deliver and how we GROW. Ensure your team understand their priorities and have created realistic and meaningful objectives to set them up for success
Help coordinate and drive incident analysis and troubleshooting outcomes into continuous improvement
Working with Product Owners to drive continuous improvement, documenting new support functionality and create and maintain support processes to ensure the right tools are available for the team
Where required, be available after hours to support the business and customers
Take leadership and mentorship of the Support team in New Zealand
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.
He aha te take e uru ai koe ki a mātou? - So, why join us?
From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where 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 community you need to take the next big step in your career.
We're a diverse community 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 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 Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.
Te Rā Ōtinga - Job Posting End Date
17/10/2024, 11.59pm, (M

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