Associate Director, Trade Servicing & Fulfillment

Job Description

Select how often (in days) to receive an alert: Division: Institutional Location: Sydney About Us 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. About the Role The Associate Director, Trade Servicing & Fulfillment will lead a world class Trade Relationship & Service delivery team responsive to unique business and state based requirements. Collaborating extensively with respective stakeholders to drive business growth and work closely on service / annual reviews for existing and operational readiness for prospective customers. Your responsibilities include: Customer enquiry management, managing escalation of customer enquiries including technical enquiries across all Corporate & Commercial Banking and Institutional market segments. Developing a high performing team focused on all aspects of Service culture: customer retention/satisfaction/effort. Building strong customer relationships and identifying customer cross-sell opportunities. Providing a cost effective service for customers and delivering year on year improvements in terms of cost, service and process quality. Driving a culture of innovation and cost efficiency to improve speed to market, eliminating manual processes/handoffs while enhancing the customer value proposition. Role Location: Based in Sydney, NSW Role Type: Permanent, Full-time What will your day look like? As the Associate Director, Trade Servicing & Fulfilment, you will: Build a culture of continuous improvement where cost reduction and improved service quality are not mutually exclusive. Identify cross-selling and up-selling opportunities (e.g. Portal, financing and other trade products) gleaned through customer interaction and transactions processed. Create, drive & deliver a customer centric service culture; reduce error rates and turnaround times for key service events. Develop regional client enablement & servicing capability - aligned to our Service Tiering delivery standards. Provide efficient and effective customer service to Institutional and Corporate sales teams. Work with business to build, execute and enhance the service delivery framework. Develop and drive a high performance culture and a diverse and engaged team through effective collaboration. Develop and maintain strong working relationships with stakeholders. What will you bring? To grow and be successful in this role, you will ideally bring the following: In-depth knowledge of all aspects of trade products including relevant ICC publications and ANZ's trade processing system. Strong understanding of the risks associated with the processing of international trade transactions. Strong communication and interpersonal skills, comfortable/experience in leading both internal team and client meetings. Excellent stakeholder management skills. Proactive engaging customer service skills; the ability to interpret & influence service expectations. Demonstrated team management and interpersonal skills including proven ability to motivate and inspire. Ability to manage a group of people and ensure they co-operate fully to generate a harmonious team environment. Strong, clear, concise communications skills across Sales, Relationship & Product Sales teams. Demonstrated experience in leading operations (processing & servicing) teams to improve operations maturity. 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? (AU) From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and 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 support you need to take the next big step in your career. We're a diverse bunch 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 health and 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. 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. To find out more about working at ANZ, visit . You can apply for this role by visiting ANZ Careers and searching for reference number 86740 . Job Posting End Date #J-18808-Ljbffr