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Learning and Coaching Lead Department: NZ Personal Banking Customer Service Operations
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 The role has accountability to deliver communication & process training. It also involves uplifting voice capability for critical call handling with expertise on customer on-boarding/AML/CDD and retail banking network. This role requires managing & collaborating with onshore & offshore teams. Developing and growing people and creating an engaged workforce. This role is also responsible for coaching & mentoring BQ staff. Co-ordinate and deliver training, in charge of overseeing employee voice performance, establishing guidelines and objectives, and ensuring things are getting done in an efficient, organized, cost-efficient, and adherence to customer promises framework. The role also requires recency of skills which will involve customer interaction.
The role also has responsibility for identifying and addressing any ad-hoc knowledge and training gaps while also providing input and feedback to the Operations Manager around officer capability and performance opportunities. In conjunction with this, the role will assist in executing continuous improvement opportunities. More broadly, review of knowhow, review of QA checklist, conduct RCA, cross-skilling and be the first point of contact before handoff to upstream/collateral teams.
The role requires the person to take accountability to uplift individuals learning and performance capability and quality documentation of performance for seamless transition between training and operations. In addition, the role also requires progressing across the communication skill matrix and work closely with Talent & culture team as part of the recruitment panel. Continuous coaching around voice and email to improve customer experience and uplift first contact resolution.
What will your day look like? Responsible for quality training/coaching and uplift Net Promotor Score
Ability to handle complex enquires/issues pertaining to AML & CDD by providing high-quality service within agreed service levels.
Invested in continuous improvement to minimise escalations and identify/implement proactive risk controls
Adherence to training framework, ensuring staff complete training, integration and parallel run seamlessly
Manage tier 2 enquiries before handover to upstream teams and coaching for performance
Act as central liaison point between onshore, offshore and products
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Minimum 3 - 5 years of work experience relevant to training and retail banking
Strong Stakeholder Management & Negotiation and Influencing skills
Excellent communication skills both written and oral
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