Journey Expert, Chapter Lead
vor 1 Monat
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Journey Expert, Chapter Lead - Home Loans1 Journey Expert, Chapter Lead - Home Loans1Department: Initiatives and Delivery Cluster
Division: Australia Retail
Location: Melbourne
About the roleAt ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.
As a Chapter Lead, you will be responsible for building world class capability in your chapter members. You’ll be a role model for our ways of working and be passionate about coaching, mentoring and developing others to be the best versions of themselves. You’ll also bring strong change and implementation and/or delivery skills to share your expertise across the tribe.
Coupled with your Chapter Lead responsibilities as a Journey Expert, your mission is to enable the optimisation of existing end-to-end customer journeys and improve the banker experience by devising new, innovative solutions, services, products or propositions.
.You will be responsible for:
- Build professional capability within your chapter and more broadly by identifying areas where people need to be further challenged or require additional support
- Manage a group of Journey Experts, ensuring adherence to all people policies and processes
- Responsible for personal development, performance reviews, coaching & development for all chapter members
- Pro-actively managing underperformance
- Actively share knowledge in area of expertise across the chapter and more broadly across the portfolio
- Apply expertise to lead and support squads through prioritised deliverables
- Gather and translate business needs into consumable requirements. This includes leading elicitation workshops, analysis, specification and validation of requirements, as well as by understanding feasibility and potential impact
- Identify and analyse impacted business processes, including understanding of as-is and to-be process Create new and update existing process maps where necessary using Signavio and obtain appropriate process owner approvals
- Ensure potential and active risks and issues are captured, assessed, managed and mitigated in a timely manner
- Work with squads and stakeholders to translate high level goals into detailed plans, business impacts, communications, Training Needs Analysis (TNA) and change interventions, then preparation and execution of those plans
- Create and maintain supporting materials; including but not exclusive to the collateral required throughout delivery e.g. Knowledge Management Guides, Process Maps, Business Impact Assessment (BIA), Operational Risk Assessment (ORA), Product Variation Document
Role Location: 833 Collins Street, Docklands VIC
Role Type: 12 months fixed term/secondment
To grow and be successful in the role, you will ideally bring the following:
- Exceptional interpersonal skills, and demonstrated ability to inspire, mentor, coach and develop others
- A minimum of 3-4+ years experience across change and implementation and/or delivery experience working with multiple stakeholders and complex business needs
- Deep expertise in your area combined with broad capability and a proven ability to innovate and adapt to the latest developments
- Ability to quickly grasp new content and the ability to translate this to your Chapter
- An intense passion, curiosity and “growth mindset” for customers and bankers, their needs and wants, putting both at the centre of everything you do
- A “can do” attitude and the ability to effectively prioritise and manage your capacity as a Chapter Lead whilst delivering outcomes as a squad member
- Ability to explore customer and banker needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
- Ability to demonstrate strong relationship and stakeholder influencing skills
- Home Loans domain knowledge preferred but not essential
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?As a Purpose-led bank, we’ve committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and household affordability. We deliver these sustainability commitments with our customers, in our business and across the communities where we operate.
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 and community you need to take the next big step in your career, towards even bigger things in the future.
We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.
You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We 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, let us know how we can provide you with additional support.
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