Director - Customer Proposition & Service Delivery - Asia Pacific - ANZ - Singapore

Job description

Dynamic working environment
Contribute to super regional bank goal
Strong sales & customer service experience


ANZ realises that our greatest asset is our people. We are vibrant professionals on a journey to create a super-regional bank that aims to be the best connected and most respected bank in the Asia Pacific region. ANZ is currently connected across 33 countries and provides world class learning opportunities and compelling career pathways for its people.

We’re exploring new and better ways to progress the business with energy and enthusiasm. Backed by a proud and established heritage, we’re on a journey creating a super regional bank. Connected by integrity and clarity of strategy, there is a real sense of excitement about the future.

The Director, Customer Proposition & Service Delivery will develop & implement the Affluent & Emerging Affluent customer level proposition for the Asia Pacific region. The incumbent will work with both enabling & product teams (ie CCUL, TBSL & Wealth) plus in-country teams to articulate, develop & execute ANZ’s customer level proposition for the Affluent & Emerging Affluent segments. The role holder will also develop & implement frontline branch service initiatives that support the customer value proposition . In addition, the individual will ensure that customer centricity is built into every process within the bank and to ensure that all frontline branch customer touch points are understood, measured & improved via training, communications and process improvement.

The incumbent will deliver lower per customer cost to serve via simplified (and where possible) digital customer service solutions. The appointee will also understand customers’ changing financial service preferences & industry trends. Moreover, the individual will also work with markets to ensure policy, process & procedures support the proposition & proactively work with markets to drive measurable change as appropriate. The role holder will also communicate effectively with related stakeholders and where appropriate, identify &/or improve risk position of the organization's processes, offering & delivery.

Qualifications:

Strong sales & customer service experience
Exceptional stakeholder management, strong interpersonal, verbal / written communication skills
Strong project management & analytical skills combined with execution focus
Strategic self-starter with the ability to manage multiple stakeholders across the organization & deal with ambiguities
Possess sound & practical knowledge of retail banking
Demonstrates leadership & creativity in driving change management initiatives

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