Systemic Issues Manager Systemic Issues Manager …

in Melbourne, Victoria, Australia
Permanent, Full time
Be the first to apply
in Melbourne, Victoria, Australia
Permanent, Full time
Be the first to apply
See job description for details
Systemic Issues Insights & Case Managers

What matters to our customers, matters to us.
  • Help build and shape ANZ’s systemic issues capability as part of a growing team
  • Be exposed to all different parts of ANZ’s business
  • Help identify and resolve issues that may impact our customers
About The Role
Role Location: 833 Collins Street, Docklands VIC 3008
Role Type: Permanent, Full-time (x 3)
The roles job grades would depend on skills and qualification.

The systemic issues team within the Customer Resolution portfolio, is a relatively new team, enthusiastic in the pursuit of identifying errors and deficiencies in our products and services, process or documentation and sharing these with the business units. By doing so, we seek to minimise customer detriment, reduce complaints, prevent costly remediations and improve our products and services.
A critical element is the early and proactive identification of possible systemic issues, leading to robust investigation, effective business engagement and prompt rectification and remediation where necessary.
While initially formed to consider systemic issues from complaints, the team is now expanding to help identify and manage systemic issues from our event management data.
As an insights manager , your focus is on the identification of systemic issues that impact our customers. You’ll assist with reviewing new possible issues and conducting preliminary enquiries to assess the extent of the issue, which may involve stakeholder engagement.
This will involve reviewing data sets (predominantly complaints and risk events), engaging with your team members and representatives of the business. Having gained an understanding of the issue, you’ll communicate and monitor the progress of the issue, as needed.
As a case manager , your focus is analysis and investigation of possible systemic issues, engagement with the business units and AFCA, to ensure our most complex systemic issues properly understood. You will help ensure they stay on track to be resolved efficiently, effectively and fairly. You’ll be hands on in keeping up to date with the investigation and resolution of the systemic issue. This role requires a sound working knowledge of the legal and regulatory framework within which ANZ operates.
As an insights manager you’ll need to:
  • Be familiar with and understand the language of complaints, from a customer’s perspective
  • Be able to extract and interpret complaints and risk event data to identify possible systemic issues, either from emerging trends or from individual complaints and events
  • Be comfortable with learning and using new technology to assist with your analysis
  • Be interested in the investigation of issues identified
  • Work with our data analyst and data scientist to help build out the capability of identifying systemic issues
  • Enjoy engaging with representatives from the Business Units to discuss possible issues.
As a case manager , you’ll need to:
  • quickly and effectively get to the core of an issue.
  • be able to get into the detail of an issue and understand its implications for our customers and across the ANZ business, including any possible regulatory impact
  • analyse an issue, understand the root cause and consider its broader implications
  • co-ordinate a range of stakeholders across the business to drive ownership to investigate and resolve complex issues promptly
  • engage with a variety of stakeholders including portfolio leads, SMEs, and representatives from assurance, well managed, risk and complaints.
In both roles, you’ll need to:
  • Work collaboratively within a multi-disciplinary team
  • Contribute to the development of new and improved processes, procedures and reports for the systemic issues team as it continues to mature
  • Be comfortable engaging with a range of stakeholders across various business units
  • Be adaptable to change as the function grows.
While there are two types of roles on offer, both roles work closely together and assist one another.
About You
To be successful in this role as an insights manager, you will ideally bring the following:
  • Ability to analyse and interpret data and interact with data and analytical specialists
  • Ability to extract insights and prepare reporting
  • Excellent understanding of voice of customer, customer language and complaints data and / or risk event data.
To be successful in this role as a case manager, you will ideally bring the following:
  • Strong working knowledge of financial services regulatory obligations
  • Excellent interpersonal skills, with an ability to develop and maintain effective internal and external stakeholder relationships
  • Excellent written and verbal communication skills
To be successful in both these roles, you will ideally bring the following:
  • knowledge of, or ability to attain knowledge of, ANZ products, services and customer resolution framework
  • excellent interpersonal skills, with an ability to develop and maintain effective internal and external stakeholder relationships
  • fantastic analytical skills, to assist with identifying and investigating potential systemic issues
  • the ability to think innovatively
  • a passion for problem solving
  • enthusiasm in trialing and implementing new ideas and technology
  • a concrete sense of a fair outcome.
About ANZ
At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.
A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and 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 You may apply for this role by visiting ANZ Careers and search for reference number AUS129732.
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