Customer Protection Team Leader

**Req ID**: 78123
**Department**: NZ Personal Banking Customer Service Operations
**Division**: New Zealand
**Location**: Wellington
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
As a Customer Protection Team Leader in our Personal Banking Customer Service Operations - this role will lead and support a team who monitor and investigate a wide range of events involving Fraud and Scams that impact 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**: Wellington, Te Whanganui-a-Tara
Ka aha tō rā e kite ai? - What will your day look like?
**In this role, you would have the opportunity to**:
Lead a team in ANZ Customer Protection - this is a high volume, fast paced business environment
Lead and develop your team, ensuring Customer Protection has the capability and capacity to manage the work we do on behalf of Personal Banking, Business Banking, Private Banking and Institutional
Maintain a high level of staff engagement, working effectively, efficiently and acting with a customer-centric approach
Be a role model in complex customer resolution, getting to the crux of the problem and be able to listen to diverse perspectives so we get it right first time
Manage stakeholder - the ability to ‘juggle’ competing demands - as you’ll have a lot on the go at any one time
Support other team leaders, including those offshore, and the wider Customer Protection in achieving its objectives through successful leadership and management of staff
Ōu Pūkenga? - What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Leadership resilience within a fast-paced environment - the Customer Protection environment can change quickly - being agile and adaptable is key
Experience in Virtual Management and effective communication skills across geographies
Understanding of high volume workflow, quality frameworks, compliance obligations
Proven analytical, influencing and problem solving skills combined with the ability to identify risks and impacts as well as possible solutions and corrective action
Well-developed interpersonal and performance management skills with the ability to communicate effectively with staff, key stakeholders and at all levels of employees and management
Complex customer resolution experience - critical thinking skills and sound judgment
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
21/11/2024, 11.59pm, (Melbourne Australia)