Change & Implementation Manager


  • Are you ready to be part of a high performing team?
  • Be part of a company that promotes a flexible work environment
  • Positive contributor to culture and environment

About The Role
Role Location: Melbourne, VIC
Role Type: Fulltime, Permanent  
 
As a Change and Implementation Manager, you will work closely with the broader bank to optimise the customer and banker experience.
 
You will build strong, trusted relationships with allocated Tribes, representing the Customer Contact Centre and providing key input and insight to support and influence Tribe decision making.
 
You will then work with the Tribes, frontline teams and other support teams to ensure change is delivered seamlessly into the Customer Contact Centre, optimising the experience for customers and bankers and meeting all other requirements.  
 
Where required, you will also be tasked with defining, developing and implementing complex change initiatives within the Customer Contact Centre. 
 
You will directly contribute to strong team culture / environment within team, making Change and Delivery and Customer Contact Centre a great place to work.
 
You will directly lead Change Analysts, and apply growth mindset and New Ways of Leading principles in your leadership and development of yourself and your team.
 
About You
To grow and be successful in this role, you will bring the following:

  • Values driven – be strong advocate for ANZ values, always aiming to do the right thing, taking accountability and holding others accountable
  • A problem solver – you are energised by tackling complex problems and using critical thinking, your network, skills, knowledge, and available data to drive better outcomes
  • Relentless focus on ensuring change is well delivered, being a strong advocate for our customers and bankers 
  • Connect the dots on change – picking up what others have missed
  • Build strong relationships, collaborating and influencing at all levels
  • Be resilient and adaptable, revelling in ambiguity and fast paced change environment.
  • Bring best practice change management thinking from large complex organisations
  • Be prepared to think outside of the box, and to “give things a go”
  • Continuous improvement junkie – You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
  • Be a team player and contribute toward maintaining strong culture and environment within Change and Delivery
  • Passionate leader with relentless focus on learning and development
  • Risk savvy – You build sustainable solutions that protect customers, stakeholders and the community

About Change and Delivery (Customer Contact Centre)
Our vision is to be trusted partners, connecting with the broader business to deliver brilliant outcomes for customers and bankers.
 
A highly engaged and passionate team, our scope includes:

  • Planned Outer Loop change activity - working closely with the broader bank to optimise the customer and banker experience and ensure change is delivered well into the Customer Contact Centre.
  • Planned Inner Loop change activity – deliver and execute initiatives to improve customer and banker experience. To include response to Royal Commission, where required.
  • Unplanned change – leading response to unplanned issues that emerge.
  • Banker Engagement and Communications – defining, delivering and executing communications and banker engagement strategy, cultural uplift, and connecting our people to our purpose and strategy
  • Change Governance / Engagement – being well managed, meeting Audit requirements, building change capability and defining / executing how we engage into NWOW
  • Prioritisation – managing holistic view of change for Customer Contact Centre. Ensuring we appropriately prioritise Inner Loop activity and inform/influence Outer Loop pipeline in order to optimise customer and banker outcomes.
  • Net Promoter System – working in close partnership with NPS Tribe (and other Tribes) to strategize and execute on change to further embed Net Promoter System in Customer Contact Centre, and take actions to deliver uplift in customer and banker outcomes.

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 AUS093443.
 
GD#4.3


  • Are you ready to be part of a high performing team?
  • Be part of a company that promotes a flexible work environment
  • Positive contributor to culture and environment

About The Role
Role Location: Melbourne, VIC
Role Type: Fulltime, Permanent  
 
As a Change and Implementation Manager, you will work closely with the broader bank to optimise the customer and banker experience.
 
You will build strong, trusted relationships with allocated Tribes, representing the Customer Contact Centre and providing key input and insight to support and influence Tribe decision making.
 
You will then work with the Tribes, frontline teams and other support teams to ensure change is delivered seamlessly into the Customer Contact Centre, optimising the experience for customers and bankers and meeting all other requirements.  
 
Where required, you will also be tasked with defining, developing and implementing complex change initiatives within the Customer Contact Centre. 
 
You will directly contribute to strong team culture / environment within team, making Change and Delivery and Customer Contact Centre a great place to work.
 
You will directly lead Change Analysts, and apply growth mindset and New Ways of Leading principles in your leadership and development of yourself and your team.
 
About You
To grow and be successful in this role, you will bring the following:

  • Values driven – be strong advocate for ANZ values, always aiming to do the right thing, taking accountability and holding others accountable
  • A problem solver – you are energised by tackling complex problems and using critical thinking, your network, skills, knowledge, and available data to drive better outcomes
  • Relentless focus on ensuring change is well delivered, being a strong advocate for our customers and bankers 
  • Connect the dots on change – picking up what others have missed
  • Build strong relationships, collaborating and influencing at all levels
  • Be resilient and adaptable, revelling in ambiguity and fast paced change environment.
  • Bring best practice change management thinking from large complex organisations
  • Be prepared to think outside of the box, and to “give things a go”
  • Continuous improvement junkie – You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement
  • Be a team player and contribute toward maintaining strong culture and environment within Change and Delivery
  • Passionate leader with relentless focus on learning and development
  • Risk savvy – You build sustainable solutions that protect customers, stakeholders and the community

About Change and Delivery (Customer Contact Centre)
Our vision is to be trusted partners, connecting with the broader business to deliver brilliant outcomes for customers and bankers.
 
A highly engaged and passionate team, our scope includes:

  • Planned Outer Loop change activity - working closely with the broader bank to optimise the customer and banker experience and ensure change is delivered well into the Customer Contact Centre.
  • Planned Inner Loop change activity – deliver and execute initiatives to improve customer and banker experience. To include response to Royal Commission, where required.
  • Unplanned change – leading response to unplanned issues that emerge.
  • Banker Engagement and Communications – defining, delivering and executing communications and banker engagement strategy, cultural uplift, and connecting our people to our purpose and strategy
  • Change Governance / Engagement – being well managed, meeting Audit requirements, building change capability and defining / executing how we engage into NWOW
  • Prioritisation – managing holistic view of change for Customer Contact Centre. Ensuring we appropriately prioritise Inner Loop activity and inform/influence Outer Loop pipeline in order to optimise customer and banker outcomes.
  • Net Promoter System – working in close partnership with NPS Tribe (and other Tribes) to strategize and execute on change to further embed Net Promoter System in Customer Contact Centre, and take actions to deliver uplift in customer and banker outcomes.

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 AUS093443.
 
GD#4.3

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