Req ID: 39807
Department: AR Customer Resolution Complaint Transformation
Division: Australia Retail
Location: Docklands
About the role
At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things– whether they’re buying a home, building a business or saving for things big or small.
The Knowledge Specialist contributes to uplifting and maintaining capability in Customer Resolution teams so that staff have the knowledge and skills to:
provide fair, consistent and timely complaint resolutions to our customers;
understand and adhere to regulatory and compliance obligations; and
comply with ANZ policies and procedures
The Knowledge Specialist contributes to uplifting and maintaining capability in Customer Resolution teams. This role is responsible for the co-ordination, delivery and maintenance of the knowledge management tools (KnowHow, SharePoint, Process Maps, Templates) together with collaboration and execution of procedure change, including development of new and uplifting existing processes within Customer Resolution.
What will you bring?
To be successful in this role, you will ideally bring the following:
Demonstrated experience in executing process and procedure change and maintaining and overseeing knowledge management tools;
Technical writing, process mapping or communications experience or the ability to learn proactively to enable proficient updating of knowledge materials;
Excellent stakeholder engagement skills and ability to collaborate to reach an agreed outcome; and
Strong customer focus.
Understanding of the knowledge requirements of complaint management roles in CR, or the ability to acquire this; and
Frontline banking experience or knowledge of banking products and processes
Experience with Signavio, Confluence and Sharepoint
Maintaining and overseeing knowledge management tools
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.
Why join us?
There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.
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 and community you need to take the next big step in your career, towards even bigger things in the future.
We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.
You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.
To find out more about working at ANZ or to view other opportunities visit www.careers.anz.com. You may apply for this role by visiting ANZ Careers and searching for reference number 39807
Job Posting End Date
25/05/2023, 11.59pm, (Melbourne Australia)
