Customer Operations Team Lead

Customer Operations Team Lead About Us Standard 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. Institutional 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 customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers. Technology (coding) At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers. Our community of over 5,000 engineers is key to making this happen, because technology underpins every part of our business - from delivering tools, apps and services for our customers, to building a bank for the future. Technology (non-coding) At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers. Business & Private Banking 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. Join Business & Private Bank and help deliver our growth ambitions by backing Australian businesses and private clients with the insights, solutions and support they need to move forward. We play a critical role in delivering the ANZ 2030 Strategy and you’ll be part of a team guided by our values to put customers first, deliver with excellence, own the outcome and work as one. About the Role As a [Role] in our [Tribe/Team/Domain/Business Unit], you’ll play a key role in helping to [state the key goal of the tribe/team/domain (why do they exist?)]. This role consists of first-line supervisory roles responsible for leading and motivating a team of professionals with accountability on all operations service delivery parameters at the team level. They are responsible for implementing tactical activities aligned to the overall operational and organisation strategy. These are roles focused on leading customer service and customer management teams and has close communication and interaction with customers and/or frontline. 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: Role Location: Work Hours: What will your day look like? As a Customer Operations Team Lead, you are primarily responsible for leading a team of front-line staff members. You will manage the workflow and work allocation for team members and conduct quality assurance and provide developmental feedback where appropriate. You are also responsible for capacity planning, and you will be a Subject Matter Expert, handling any escalations arising from within the team and you are expected to provide a strong level of support to the Operations Manager. What will you bring? To grow and be successful in this role, you will ideally bring the following: • Role models a strong customer focus • Successful experience in managing others is necessary, and previous experience in a team leader or coaching and facilitation role would be highly regarded • Strong stakeholder management skills • Ability to work under pressure, prioritize work • Enjoys working in a collaborative team environment • Ability to multi-task, highly adaptable to change and ambiguity 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. Job Posting End Date 12/08/2026, 11.59pm, (Melbourne Australia) Experience Level Senior Level