Two opportunities available to join the Resolution Discovery team in Products
Provide strategic direction and decision making on the day-to-day management of Discovery and Customer Resolution of events
Manage and execute key project initiatives, functioning as a business partner to Products teams who need to engage with the Discovery and Customer Resolution team.
The role has a core purpose to review and recommend controls that can be put in place in business as usual teams to prevent issues recurring in future
About the role: As a Senior Product Manager, you will have the opportunity to:
Lead a team to explore and identify root cause 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 commerciality of proposed controls.
Make recommendations on new or improved controls that can be put in place 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.
Be a knowledgeable and collaborative business partner.
Location: Auckland or Wellington (preferred) Role Type: Permanent About you: To be successful in this role you will 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 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
About ANZ Our purpose is to shape a world where people and communities thrive. That’s why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality. ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics. The ANZ values are the foundation of how we work and support our customers. Integrity – We are honest and fair Collaboration – We work together for the customer Accountability – We take ownership and get things done Respect – We care for all those we serve Excellence – We challenge ourselves to be better We work flexibly at ANZ. Talk to us about how this role could be flexible for you. ANZ recognises the importance of flexible working, watch our Global Stories to see how ANZ aims to meet the needs of our customers and to attract and retain the best people in a changing world https://www.youtube.com/watch?v=sjRskqQN4ss