Business SME Lead

Job Description

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 millions of customers. About the Role Our vision is to shape a world where we help communities and people thrive across Australia, while helping Aussies improve their financial wellbeing. The way we do this through our retail channels is evolving and we need to transform the way we assist our customers to provide experiences they expect when we engage with and distribute products and services to them. We are undergoing a broader Customer Contact transformation across ANZ which requires a senior Customer Contact Initiative Lead to be responsible for the enterprise-wide initiative across New Zealand, Australia Retail, Commercial, Institutional and Group Services. This includes responsibility for the overall performance and growth of the portfolio, ensuring success metrics including financial targets, growth (MFI%), customer satisfaction (e.g., NPS, CEI), and market share. You will lead a team of product owners and collaborate closely with customer care functions, operations, product, branches, marketing, engineering, data science, sales, and support teams to drive the continuous improvement of Customer Contact products. Your role also involves shaping the Customer Contact strategy and roadmap, from early Proof of Concept (POC) stages to mature operational products and influencing the overall strategic direction of the portfolio. This is a newly formed role and initiative, so the successful applicant must be able to tolerate a high level of ambiguity, while solving for and shaping up the initiative, with the goal of providing a robust level of clarity to stakeholders. This is a highly visible role, with diverse responsibilities, and will influence across the enterprise, championing the power of operating as a collective, rather than as individual businesses. The Initiative Lead will lead and manage the timing and scope of work across divisions, including managing interdependencies between the Tribes, squads and/or other parties (e.g. other teams in ANZ, third party providers) whilst successfully delivering the program of work and ensuring that benefits are realised as planned. 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: PermanentRole Location: Melbourne, Sydney or BrisbaneWork Hours: Full-time What will your day look like? Key Responsibilities: Portfolio Strategy: Develop and implement a comprehensive strategy for the product portfolio that aligns with the organization’s overall business objectives. Regularly assess market trends, customer needs, and the competitive landscape to identify opportunities for new products and enhance existing ones. Team Leadership: Lead and mentor a cross-functional Agile team, fostering a culture of innovation, collaboration, and continuous improvement. Establish clear goals, provide regular feedback, and promote professional growth within the team. Product Development and Launch: Oversee the end-to-end development process from ideation to launch. Collaborate with engineering and design teams to ensure the delivery of high-quality products that meet customer expectations and deadlines. Market Analysis: Conduct thorough market analysis and competitor research to identify potential market gaps and areas for product expansion. Use market data and customer feedback to make informed decisions about product positioning. Financial Performance: Own the financial outcomes of the product portfolio, ensuring revenue, profitability, and growth targets are met or exceeded. Product Roadmap: Develop and maintain a cohesive product roadmap that aligns with the company’s broader strategic vision and addresses the needs of key stakeholders, including success metrics for customer satisfaction and market growth. Cross-Functional Collaboration: Work closely with cross-functional teams, including marketing, sales, engineering, and customer support, to ensure seamless product development and effective go-to-market execution. Risk Management: Proactively identify potential risks or challenges related to product development, market changes, or regulatory requirements. Implement strategies to mitigate these risks and minimize disruptions. Customer Advocacy: Act as an advocate for the customer, understanding their needs and expectations. Use customer insights to drive product innovation and improvements that align with market demand. Performance Tracking: Establish and monitor key performance indicators (KPIs) to measure the success of the product portfolio. Regularly review data to track performance and identify areas for improvement. Commercial Benefits Tracking: Responsible for commercial benefits tracking and managing costs to ensure net-positive outcomes for the business. Strategic Alignment: Direct the customer contact portfolio to ensure alignment with broader organizational strategy, delivering value for both the business and customers. Quarterly Reviews: Provide quarterly business reviews for the portfolio and ensure that Annual Operating Plan (AOP) and benefits objectives are met. Innovation Leadership: Drive thought leadership and develop AI-powered experiences for both customers and employees, positioning the company as a leader in digital innovation. Collaboration: Foster strong collaboration across various teams to promote a digital-first approach. What will you bring? To grow and be successful in this role, you will ideally bring the following: Previous experience in creating, leading, scoping and developing plans for large/complex/strategic pieces of work, ensuring delivery of objectives and customer outcomes. Previous experience with delivery of complex programs of work that include multiple domains, systems and squads. Solid experience in experience design, strategy and strategy execution in a large organisation. Deep understanding of customer contact (customer care and direct to consumer marketing) including operations, technology, people and process. Passion for digital, big data, analytics, and user-centred design. Experience in transformation or program management practices. Experience in executing business change including key stakeholder management along the journey. Proven analytical skills and data-driven decision making. Practical agile delivery experience, practices and experience optimising ways of working. Developed mechanisms to track performance and value realisation on investment. Ability to quickly gather information on the progress of work and communicate this to key stakeholders. Identify, monitor and manage risks, issues and dependencies, agreeing appropriate risk responses. Navigated a path and bring others on the journey in complex and ambiguous environments. Experience in customer facing feature delivery for customer contact. A pragmatic approach – able to make sensible trade-offs and influence others to buy in. Successfully built a network of strong relationships and influenced key stakeholders, working collaboratively across teams. 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? 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. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. 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. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods. To find out more about working at ANZ, visit . You can apply for this role by visiting ANZ Careers and searching for reference number 85809. Job Posting End Date: 17/02/2025, 11.59pm (Melbourne Australia) #J-18808-Ljbffr