Customer Operations Team Lead

**Req ID**: 82622
**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 Operations Team Lead in our Customer Service and Support function, you’ll provide leadership to a team of Support Officers by driving strategic direction, maintaining high staff engagement, and fostering an efficient, customer-centric approach.. You will role model key leadership attributes such as staff development, performance management and process improvement, ensuring we provide a high quality service proposition to 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 Location**: Wellington
**Role Type**: Permanent
Ka aha tō rā e kite ai? - What will your day look like?
**As a Customer Operations Team Lead, you will**:
Lead a team in our Card Operations area within Customer Service and Lending Operations (CSLO) - this is a busy team with ~8 staff
You’ll lead and develop your team, ensuring CSLO has the capability and capacity to manage the work we do on behalf of Personal Banking, Business Banking, Private Banking and Institutional. You’ll do this whilst maintaining a high level of staff engagement, working effectively, efficiently and acting with a customer-centric approach
You’ll have experience in stakeholder management - the ability to ‘juggle’ competing demands - as you’ll have a lot on the go at any one time
You’ll support other team leaders, including those offshore, and the wider CSLO Business in achieving its objectives through successful leadership and management of staff
Actively manage the risk and compliance functions for your team, ensuring any problems are resolved quickly and risks actively managed
Ōu Pūkenga? - What will you bring
To grow and be successful in the role, you will ideally bring the following:
**Proven Leadership Skills**: You have a strong ability to engage a team, foster a growth-oriented culture, and provide strategic leadership and coaching
**Holistic Thinking**: You consistently seek the best ways to accomplish tasks, demonstrating excellent analytical, influencing, and problem-solving skills. You can identify risks and impacts and effectively mitigate them.
**People Development**: You excel at developing your team, encouraging cross-skilling across multiple functions, and managing day-to-day operations seamlessly
**Proactive and Autonomous**: You can take initiative and work independently, while also knowing when to seek support and guidance
**Effective Communication**: You possess well-developed interpersonal and performance management skills, enabling you to communicate effectively with staff, key stakeholders
**Adaptability and Resilience**: You are adaptable and resilient, able to navigate and thrive in dynamic, fast changing environments
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
13/01/2025, 11.59pm, (Melbourne Australia)