Capability and Quality Specialist Department: AR Customer Resolution Complaints Resolution
Division: Australia Retail
Location: Quezon City
About Us 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.
About the Role ANZ aspires to have an excellent reputation with customers, regulators, and ombudsmen. This role is a key contributor and partner to the Customer Resolutions Team based in Manila. As a champion for quality, excellent customer interactions, and fair customer outcomes, as well as meeting regulatory obligations, the Capability & Quality Specialist:
Drives fair and timely complaint management and fair and consistent complaint outcomes; Continuously improves complaint processes, knowledge, and training; Delivers training, coaching, and feedback to staff for their continuous improvement to uplift customers' complaint experience. What will your day look like? This role is accountable for:
Complaint case assessments, desktop assessments, documentation, and reporting using the Capability & Quality (C&Q) Framework; Providing feedback to Case Managers based on case assessment insights and results; Conducting GROW/coaching conversations and SMART action plans; Continuously improving complaint processes, knowledge resources, and training content and tools based on case assessment insights and results; Onboarding support for new starters to ensure the Capability and Fairness Framework and regulatory obligations are understood; Providing Business Continuity support to the Complaint Handling teams in times of peak volumes should the appropriate unallocated case threshold be met. What will you bring? To grow and be successful in this role, you will ideally bring the following:
A customer-centric decision maker with depth of knowledge and understanding of consumer and regulatory expectations; Complaint management experience in banking and finance; Deep understanding of RG 271, dispute resolution principles, as well as knowledge of AFCA processes and requirements; Demonstrated experience in successfully coaching and mentoring managers and staff; Excellent communication, stakeholder management, and influencing skills; A data-driven and analytical mindset; Experience with Continuous Improvement approaches including root cause analysis, solution design, and implementation. 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.
So why join us? ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manila plays a critical role in executing our strategy and delivering what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture make us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.
We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.
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 a 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 71169.
Job Posting End Date #J-18808-Ljbffr