ANZ - Ops Manager - Customer Experience

Role Purpose:

This role is based in India & will be responsible for local operational management of Retail Business in Bangalore Key responsibilities include management of retail processes and teams covering mortgages, cards, personal loans, and small business/commercial.

Accountabilities

Financial:

- Manage cost in unit and maintain effective unit cost control

- Identify and improve all areas for efficiency and effectiveness

- Ensure targets for Retail are met on a monthly basis.

Customer:

- Ensure that the unit has customer driven service level metrics and that service levels are met, including appropriate controls

- Ensure quality outcomes are delivered, in line with service levels to maximise satisfaction of the business owners

- Work with all areas of the business to ensure the customer experience opportunities that will drive customer satisfaction and loyalty are actioned and tracked

Process:

- Ensure adherence to ANZ policies, processes and external regulatory and legislative requirements in unit

- Manage operational risks and rectify any control issues that arise in unit

People:

- Manage turnover and engagement in process

- Drive a performance management culture in process, including raising levels of Capability across the team