Wholesale Digital Support Analyst

3 weeks ago

Auckland, New Zealand Australia And New Zealand Banking Group Limited Full time

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.Mo te turanga - About the roleThe Wholesale Digital Support team is a multi-geography team that provides 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.Ka aha to ra e kite ai? - What will your day look like?The Wholesale Digital Senior Support Analyst role is highly customer-focused and requires you to work with customers, both internally and externally to ensure that their specific services are restored in a timely and efficient manner. Our services include but are not limited to: Transaction Banking Channels e.g. Fileactive, Transactive Global and middleware applications. In addition, this role is expected to challenge the way things are done as well as to identify ways to improve the value that existing processes deliver to the business.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 market-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 are 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 servicesManagement 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 mannerMaintain strong collaborative relationships with our customers, business units and technology partnersMentor and coach staff members within the team and across the enterpriseSubject matter expertise for Wholesale Digital & Transaction Banking ChannelsOu Pukenga? - 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 operationsAn understanding of Wholesale Digital and Transactional Banking applicationsDemonstrated customer service skills (internal and external) including relationship buildingCreate a working environment where you and your colleagues can learn, grow and perform to their bestDrive 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 understands their priorities and has created realistic and meaningful objectives to set them up for successHelp coordinate and drive incident analysis and troubleshooting outcomes into continuous improvementWorking with Product Owners to drive continuous improvement, documenting new support functionality and creating and maintaining support processes to ensure the right tools are available for the teamWhere required, be available after hours to support the business and customersYou'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 matou? - So, why join us?From the moment you join ANZ, you'll be part of a work whanau 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 Maori Strategy called Takiri-A-Rangi. This includes increasing representation of Maori 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.Kua watea te katoa ki te tono. 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 are a candidate with an access requirement or disability, let us know how we can provide you with additional support.To find out more about working at ANZ visit You can apply for this role by visiting ANZ Careers and searching for reference number 76809.
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