ANZ

First Nations Team Manager

ANZ

full-time

Posted on:

Location Type: Office

Location: Melbourne • Australia

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About the role

  • Champion engagement, culture, innovation, diversity and career growth by coaching and developing individuals, promoting ANZ values, and acting as a change advocate
  • Actively coach, mentor and performance-manage team members through regular feedback, coaching sessions, and development planning, ensuring they acquire the skills needed for strong performance
  • Onboard, train and support new team members, including trainees, and act as an SME and escalation point for complex customer needs
  • Share knowledge, insights and best practices to foster an always-learning environment and collaborate effectively with colleagues and key stakeholders across the business
  • Create an environment that delivers excellent customer service by ensuring timely, courteous responses to enquiries and coaching the team to meet Interaction Standards, deliver great banker experience, and follow process requirements
  • Promote customer-centric decision making and ensure the Voice of Customer is front of mind
  • Support customers’ transition to digital and self-service channels, including education on easy ways to bank and proactive engagement with vulnerable customers
  • Seek opportunities for appropriate customer referrals to specialist teams and help prevent financial loss by ensuring compliance with relevant processes.

Requirements

  • A demonstrated connection to and passion for supporting Indigenous communities, with strong understanding of ANZ’s Reconciliation Action Plan
  • Experienced people leader with strong coaching abilities, team management experience, and a strong sense of purpose in improving customer financial wellbeing
  • Deep customer focus, excellent phone manner, and strong communication skills with the ability to engage and understand stakeholder needs
  • Active user and promoter of technology, with the ability to adapt to change, multitask, and work effectively in dynamic environments
  • Strong work ethic, resilience, professionalism, and ambition
  • High attention to detail, accuracy, and a continuous improvement and growth mindset
  • Strong external connections with First Nations communities and the ability to build and maintain meaningful relationships
  • Proven stakeholder engagement and relationship management skills, with a strong stakeholder-focused approach
  • Proactive, shows initiative, and demonstrates strong problem-solving capabilities
  • Knowledge and experience in retail banking, digital adoption, and branch optimisation.
Benefits
  • Health and wellbeing services
  • Discounts on selected products and services from ANZ
  • Flexible working arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
coachingmentoringperformance managementcustomer servicestakeholder engagementrelationship managementdigital adoptionbranch optimisationcompliancecontinuous improvement
Soft Skills
leadershipcommunicationcustomer focusproblem-solvinginitiativeresilienceprofessionalismattention to detailadaptabilityteam management