Senior Product Manager

Ko Mātou – About Us

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. 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 a Senior Product Manager in the Customer Resolution team, you will lead a squad in the management of Customer Resolution events. You’ll get to work with great people across many functions who are passionate about delivering great customer outcomes and making the day-to-day delivery and management of our products better for customers and easier for staff.

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 Location: Tāmaki-makau-rau, Auckland or Te Whanga-nui-a-Tara, Wellington 
Role Type: 12-14 month secondment / fixed-term

Ka aha tō rā e kite ai? - What will your day look like

As a Senior Product Manager, you will:

• Lead a team to explore and identify root causes of reportable events, design controls and determine the requirements for identifying customer impact and estimating financial impact.
• Drive strategic direction and decisions to minimise impact on customers, making recommendations based on customer experience and commercial of proposed controls.
• Make recommendations on new or improved controls that can be put in place in business as usual teams to prevent issues recurring in the future and support delivery of those controls alongside the relevant product owners.
• Complete cost-benefit analysis of various remediation solutions to make pragmatic decisions that speed up customer resolution without negative impact to customers.
• Assist the remediation programme to clearly identify planned costs for delivery, and ensure appropriate approvals are held.
• Manage and prioritise initiatives to support effective, timely completion and reduce ongoing issues.
• Manage and proactively engage with key stakeholders, build collaborative relationships across the business.
• Contribute to the leadership of Customer Resolution and wider Product teams.

Ōu Pūkenga? - What will you bring?

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

• Goal oriented with a strong service ethic balanced with commercial acumen    
• Strong focus on best practice and improvement
• Excellent verbal and written communication skills 
• Strong interpersonal skills. Comfortable communicating to all levels within ANZ (Frontline, RM, GM, MD).
• Demonstrated ability to be curious, solve complex problems and improve processes end to end for a better customer experience (internal and external) in conjunction with stakeholders where there may or may not be full ownership
• Knowledgeable across the suite of products and packages offered by ANZ
• Motivated with the ability to adapt quickly, work under pressure and manage multiple activities in accordance with delivery requirements and timelines

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.

He aha te take e uru ai koe ki a mātou? - So, why join us?

From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where 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 community you need to take the next big step in your career.  

We're a diverse community 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 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 Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.

Kua wātea te katoa ki te tono. 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 an access requirement or disability, let us know how we can provide you with additional support.  

To find out more about working at ANZ visit https://www.anz.co.nz/careers/.You can apply for this role by visiting ANZ Careers and searching for reference number 77747.

Te Rā Ōtinga - Job Posting End Date

07/10/2024 , 11.59pm