Select how often (in days) to receive an alert:Capability & Change ManagerDepartment: AR Customer Resolution Complaints ResolutionDivision: Australia RetailLocation: MelbourneAbout UsAt 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.About the RoleThe Capability and Change Manager will lead the learning and development and continuous improvement team in Customer Resolution. This role oversees the development of Customer Resolution capabilities (such as skills, processes, or technologies) and manages the change process within the business by working with stakeholders to assess the business impact, ensure smooth rollout, and measure sustainable embedding.Role Location: MelbourneRole Type: Permanent, Full timeWhat will your day look like?This role is accountable for:Building and developing priorities across capability solutions and continuous change in Customer Resolution, including core curriculum pathways, accreditation frameworks, meeting regulatory & compliance standards, and leadership or professional skills.Engaging with key business stakeholders to identify and diagnose gaps.Managing teams to develop a suite of blended learning solutions, including multi-channel materials, initiatives, activities, embedding activities, review frameworks, and evaluation criteria.Developing implementation plans for capability solutions.Understanding change methodologies and toolsets to deliver continuous improvement, maintaining key knowledge materials, and delivering change in a manageable and sustained manner.What will you bring?To succeed, you should ideally have:Proven experience leading people across coaching, development, and capability and change program implementation.Knowledge of handling complaints within banking, familiarity with relevant regulations, standards, and best practices.Proficiency in agile working practices.Experience in Implementation/Change Management within Financial Services.Understanding of risk management frameworks in financial services and their application in projects and operations.Having most of these skills is not mandatory. At ANZ, a growth mindset is core to our culture, so we welcome candidates with most of these skills to apply.Why join us?Joining ANZ means engaging in meaningful work that helps shape a thriving world for communities.You'll have the resources, opportunities, and support to advance your career.We value diversity and offer flexible working arrangements, health and wellbeing services, and discounts on products and services.We are committed to an inclusive workplace reflecting the communities we serve. We encourage applications from all backgrounds and are happy to discuss any adjustments needed during recruitment or employment.Learn more about working at ANZ at https://www.anz.com.au/careers. Apply via ANZ Careers, referencing number 93823.Job Posting End Date
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