Service Experience Site Manager

  • Do you love growing and developing people?
  • Do you live and breathe Customer Experience and Operational Excellence?
  • Is “culture and engagement” part of your DNA?
  • Are you a strong change champion?

About The Role
In this exciting role, you will have the opportunity to empower, coach and develop our leaders to be great coaches and people leaders. You will have the opportunity to grow our talent pipeline while delivering world class customer service.
You will have the opportunity to contribute to the development and implementation of the Service Experience Strategy, delivering strong performance results for your business while building a “can do” and “customer centric” culture.
You will work closely with our recruitment, training and workforce management team to ensure that your people are in the right place at the right time for your business.
You will be responsible for managing and leading a team of up to 10 Team Leaders and 150 Service Consultants in our Service Experience team.  
Our Auckland team operate across the hours of 6am to midnight, 7 days a week so creating an inclusive, fun and energised environment is important for our people.
Role Location: Auckland
Role Type: Permanent, Full time
About you
To grow and be successful in this role, you will ideally bring the following: 

  • Relevant banking experience and a tertiary qualification
  • A minimum of 5 years leading teams within a call/contact centre  
  • Experience working with workforce planning to manage resources within a large centre
  • Experienced at leading teams through change
  • Ability to build strong and sustainable relationships with stakeholders
  • Demonstrated ability to improve performance through coaching for behaviour
  • Strong organisational and customer service focus
  • A high level of communication, verbal and written
  • Exceptional business acumen

About ANZ
Our purpose is to shape a world where people and communities thrive. That’s why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. By helping people make the most of what they have, we transform ideas, hard work and ambition into reality.
Everyone at ANZ has the opportunity to grow and learn.  At ANZ, we believe in the inherent strength of a vibrant, diverse and inclusive workforce where the backgrounds, perspectives and life experiences of our people help us to forge strong connections with all our customers, innovate and make better decisions for our business.
The ANZ values are the foundation of how we work and support our customers. 

Integrity – Are honest and fair
Collaboration – Work together for the customer
Accountability – Take ownership and get things done
Respect – Care for all those we serve
Excellence – Challenge ourselves to be better

Tō Ao, Nā Tō Ara – E whakanuia ana e ANZ ngā mea Māori katoa
Your world, your way – ANZ celebrating all things Māori
We work flexibly at ANZ. Talk to us about how this role could be flexible for you.
ANZ recognises the importance of flexible working, watch our Global Stories to see how ANZ aims to meet the needs of our customers and to attract and retain the best people in a changing world.  
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 the reference number NEW032310

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