Job Overview
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The Journey Expert will be responsible for managing Customer Engagement Risk Events. This role involves ensuring that events are appropriately investigated, monitored and resolved in line with reporting and data quality standards.
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The role requires proven ability to deliver a high volume of quality work at pace month on month, while adapting to our changing business environment, systems and processes to provide the most efficient and effective outcomes for customers, business stakeholders and community.
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Key Responsibilities:
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* Ensure Risk events queue is managed to ensure regulatory timeframes are met and events are well managed
* Ensure resolution of incidents to a mandated standard and timeframe and escalate as necessary
* Engage key business partners in assisting in the analysis and determination of incidents (Business, Risk, legal and technical team) as required
* Adhere to the event management procedures for ANZ
* Identification of root causes, identification of trends, process gaps etc.
* Escalating any issues arising from events as necessary such as non-timely closure of incidents, outside of SLAs etc.
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Requirements:
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* Strong understanding of frontline Banking and industry experience
* Excellent communication skills and attention to detail
* Ability to manage pipeline of work and prioritise as needed
* Demonstrated investigation skills and capacity to communicate findings to senior stakeholders as well as frontline staff
* Experience and knowledge of Australian Branch Network or Customer Contact Centre processes
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Benefits:
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* From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
* 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.
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