Highlighting opportunities to improve complaint related processes to reduce escalation of complaints, drive efficiency, and identifying quality and business improvement opportunities
Ensure high profile complaint risks are well understood by Senior Management business owners
Building the capability of our people to meet changing customer needs
About The Role Role Location: Melbourne CBD or Sydney CBD Role Type: Permanent, Full-time
The Complaints Assurance Manager role is responsible for managing the Complaints Assurance process end to end with PB&A. You will work primarily with IDR and EDR teams who investigate and resolve customer complaints received by ANZ PB&A. You will also have primary responsibility for the following:
Building out of a robust assurance framework around complaints for PB&A;
The on-going compliance of the process end to end across Financial Planning, Private Bank and Advice and Direct Wealth with RG 165 to ensure robust and comprehensive reporting to ASIC;
Overall responsibility for the Complaints module within AdviserHub;
Overall robustness of the operational risk reporting for complaints across PB&A at the various risk forums
Ensuring efficiency in the complaints recording and capture process for front line;
Ensuring there is suffiicient tension in the complaints handling and resolution process to allow a commercial, customer centric outcome;
Represent PB&A (in conjunction with complaints staff) at bank wide forums or externally to the organisation as a Complaints expert.
In addition, there is a requirement to articulate and present complaint trends and customer pain points insights to senior management forums as a trusted advisor to stakeholders in the business lines. The role is required to attend delegated meetings and act as a key spokesperson on behalf of the Head of Governance or Head of Assurance for PB&A.
About You To grow and be successful in this role, you will ideally bring the following:
Well demonstrated concern for quality and RG146 compliant
Proven experience with operational management and strong leadership skills
Strong analytical and problem solving skills; innovative and lateral thinking
Organisational and time management skills; ability to meet strict deadlines
Strong customer focus and stakeholder management skill
About ANZ At ANZ, everything we do boils down to 'why' – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.
A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.
ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.
We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.
To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number AUS105776.
Internal Number: 6547250
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