Product Operations Lead

at  ANZ Banking Group

Req ID: 74278
Department: AR Everyday Banking Executive Office
Division: Australia Retail
Location: Melbourne
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
As the Product Operations Lead in our Consumer Cards area, you’ll play a key role in ensuring effective management and operations of the consumer cards business, helping the business to be well-managed and well-run.
The Product Operations Lead will be responsible for effective management and monitoring of the Consumer Cards products which includes:
Executing well managed activities and operating key controls in line with the Product Management Policy and ANZ’s risk framework
Ongoing review of product collateral to ensure our products, systems and processes are fit for purpose and meets regulatory requirements and ANZ’s legal obligations
Review complaints and voice of customer data to identify customer pain points, implementation solutions and track performance to ensure better customer experience
Review, investigate and respond to incident and escalated complaints
Manage key vendors in line with the Operational Contract Management Framework
Manage key assets owned by Credit Cards
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: 833 Collins Street, Docklands VIC
What will your day look like?

Monitor and respond to customer complaints and incidents in line with ANZ Complaints Management Framework
Ensure collateral is reviewed in line with the Collateral Management Framework
Ensuere key controls and well managed activities are completed in line with ANZ Risk Framework
Investigate and manage incidents, escalated product queries and complaints
Provide strong people leadership and mentorship to develop the team and facilitate a supportive team environment to ensure the team are engaged and able to deliver on EDB’s purpose
Develop strong stakeholder relationships (within ANZ including with senior/executive stakeholders) and maintain effective communication channels to effectively resolve issues and remove barriers to success
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Good understanding of cards products and the associated end to end process and systems
Understanding of product management including ANZ’s Product Management Policy and requirements
Background and experience in product, risk or compliance roles within financial services, including proven ability to assess risks associated with products & processes
Strong relationship building skills and ability to work in cross functional teams
Analytical & problem-solving skills to understand the detail of events and issues and subsequently design and deliver the appropriate response at pace
A good understanding of the Financial Services industry including the relevant regulators and governing frameworks
Commercial acumen, experience working closely with operations, risk, finance and legal
Demonstrated experience working closely with senior stakeholders both internally and externally (boards and regulators)
Effective communicator, effectively resolve issues and remove barriers to success
Financial services and banking experiencing
Adept at fostering a collaborative and high-performing team environment and leading, motivating and developing team members
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?
From the moment you join ANZ, you’ll be doing meaningful work that will shape a world where people and communities thrive.
But it’s not just our customers who’ll feel your impact. you’ll feel it too. Because at ANZ, you’ll have the resources, opportunities, and support you need to take the next big step in your career.
We’re a diverse bunch at ANZ in different roles, different locations, doing different things. That’s why we have a range of flexible working arrangements, so our people can ‘make work, work for them’. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ, you’ll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That’s because we’re committed to building a workplace that reflects the diversity of the communities we serve. 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 or access requirement, let us know how we can provide you with additional support.
. You can apply for this role by visiting ANZ Careers and searching for reference number 74278.
Job Posting End Date
22/08/2024 , 11.59pm, (Melbourne Australia