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Manager, Client Service Centre
About the Role
The Manager, Client Service Centre will be reporting to the Director, Customer Interaction, and is responsible for leading and managing a team which is accountable and responsible for end-to-end customer service for ANZ Australian & NZ Transaction Banking & Cash Management Customers.
Key Responsibilities
* Have lead responsibility and accountability for the management of recruitment, BCP Planning, succession planning IVR & Telephony and ANZ inclusion programs for the wider Customer Service Centre.
* Work closely with Production Support, Service Delivery, Wholesale Digital, Product Teams, Channel Business Partners and TB Front Line Account Management to pilot and commercialise new customer offerings, effective delivery of Change Management and ensure the highest levels of Customer Service are provided.
* Build an operationally mature team which has a focus on capacity management, quality control, risk mitigation and timely execution of services across all teams servicing.
* Be the 2IC to the Manager, Client Service Centre and attend various forums, focus groups, leadership team meetings and virtual team meetings on behalf of the wider Client Service ELT.
Requirements
* Strong end-to-end process knowledge, along with significant experience in operations management and contact centre environments is required for this leader who should also be capable of juggling multiple activities and projects concurrently with a 'can do' attitude to benefit the customer and the organisation.
* Experience developing, coaching and leading large service-oriented teams over multiple Channels.
* Significant industry knowledge of Cash/Liquidity Management (Transaction Banking) industry, market trends and servicing of Institutional/FI/Corporate customers.
* A proven track record in: initiating and implementing change; offshoring and leading teams through change.
* Problem solving & analysis.
* Demonstrated ability in the management of a medium-sized Contact Centre, complex IVR & Telephony infrastructure, capacity planning, Real-time analysis, scheduling, metrics.
* Proven experience in developing, building and maintaining effective customer and stakeholder relationships.
We're a diverse bunch 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 health and 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 the communities we serve. 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.