Senior Assistant Manager For Operations Everyday Banking - Customer Contact Hub

About Us

At ANZ, were 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

As a Senior Assistant Manager for Operations, Everyday Banking (EDB) in our Retail / Customer Engagement / Customer Contact Hub space, you are responsible for managing a team of EDB Banking Consultants and involves driving team performance and service consistency against agreed Retail Customer Contact Centre objectives.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent, Full-time

Role Location: MDC 100 Building, Eastwood, Libis, Quezon City

Work Hours: Shifting schedules

What will your day look like?

You are accountable for, but not limited to the following:

• Monitoring and keeping track of team performance versus key targets and objectives.
• Increasing productivity, utilisation and efficiency of staff through regular coaching, 1:1 conversations and performance management.
• Taking customer escalations as required.
• Ad hoc: contribute to the delivery of key changes or initiatives to improve customer outcomes, and/or reduce business risks.
• Risk & Compliance.
• Ensure self compliance to prescribed accreditation, policies and procedures of ANZ
• Ensure ANZ’s core values are always maintained in dealing with staff, colleagues and customers
• Meets the standards of Quality, Risk, Compliance and behaviours as required by ANZ
• Proactively identifies and raises risks with management or senior colleagues.
  
  
  

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Extensive experience in people leadership within a regulated contact centre environment, preferably within banking or financial services, with a strong understanding of risk, conduct, and compliance obligations
• Demonstrated capability in coaching, performance management, and capability development of frontline staff, ensuring consistent adherence to policies, procedures, and regulatory requirements
• Proven ability to drive team performance through data‑led decision making, including the development and execution of action plans aligned to customer outcomes, quality standards, and risk controls
• Experience in stakeholder management across operational, risk, compliance, and support functions, with the ability to escalate, manage, and resolve issues in accordance with governance frameworks.
• Sound working knowledge of core retail banking products and services, including credit cards, personal deposit accounts, and internet banking, with an understanding of associated regulatory and customer protection obligations.
  
  
  

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 deliver 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. Were proud of the inclusive culture were 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 https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 112056.

Job Posting End Date

27/03/2026 , 11.59pm, (Melbourne Australia)

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