Voice Platform Manager


  • Develop customer experience in ANZ’s self-service voice platform
  • Contribute to the performance of the ANZ Contact Centre
  • Deliver effective technology and business projects for our voice platform
  • Ensure projects are implemented with minimal impact on customers and frontline staff

About The Role:

The Voice Platform Manager will be responsible for leading the channel management of ANZ IVR services, including Phone Banking, Voice ID and speech recognition technologies.  Primarily focussed on developing and tuning our voice self-service capabilities – the Voice Platform Manager will be responsible for improving customer experience, increasing self-service use and developing lower cost, lower effort options, which will enable the ANZ New Zealand Contact Centre to drive and deliver performance in line with Contact Centre and ANZ New Zealand strategies.

In this position you will have the opportunity to:

  • Investigate and provide recommendations on the development of new opportunities to drive effective and efficient use of our voice services.
  • Determine and understand customer needs, competitor offerings, and market dynamics.
  • Develop and implement strategies and initiatives which drive customer and staff efficiency, channel optimisation and enhanced customer experiences.
  • Ensure that the voice (speech, biometrics, IVR) services meet customers’ needs and Contact Centre financial/business performance requirements.
  • Monitor customers’ behaviour to identify changes/trends in customer usage
  • Develop, recommend and implement initiatives to address any issues/opportunities that are identified.
  • Business project management of medium-sized projects on a day to day basis within the constraints of governance and best practice, aligned to business strategy.
  • Maintain relationships with frontline teams, digital, marketing, products, other contact centres, and Technology to address customer enquiries and rectify problems/errors.
  • Build collaborative relationships with colleagues across the business to enable objectives to be achieved.

Role Location: Wellington
Role Type: Permanent 

About You:

To grow and be successful in this role, you will bring the following:

  • Completed tertiary qualifications in a business or technology related field such as Marketing, Finance or Economics, Information Technology.        
  • Previous experience working within a business environment that included speech, voice biometrics, and/or self-serve channels.
  • Established project management experience. Proven track record in delivering e-commerce initiatives; experience with e-commerce and new technology development.
  • Influential communicator with demonstrated ability to advise senior management on alternative solutions and risks.
  • Able to manage competing priorities         
  • Analytical and problem solving skills   

        

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.

 

ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.

 

The ANZ values are the foundation of how we work and support our customers.

 
Integrity – We are honest and fair
Collaboration – We work together for the customer
Accountability – We take ownership and get things done
Respect – We care for all those we serve
Excellence – We challenge ourselves to be better
 

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 anz.co.nz/careers

 

You may apply for this role by visiting ANZ Careers and search for the reference number NEW037045.


  • Develop customer experience in ANZ’s self-service voice platform
  • Contribute to the performance of the ANZ Contact Centre
  • Deliver effective technology and business projects for our voice platform
  • Ensure projects are implemented with minimal impact on customers and frontline staff

About The Role:

The Voice Platform Manager will be responsible for leading the channel management of ANZ IVR services, including Phone Banking, Voice ID and speech recognition technologies.  Primarily focussed on developing and tuning our voice self-service capabilities – the Voice Platform Manager will be responsible for improving customer experience, increasing self-service use and developing lower cost, lower effort options, which will enable the ANZ New Zealand Contact Centre to drive and deliver performance in line with Contact Centre and ANZ New Zealand strategies.

In this position you will have the opportunity to:

  • Investigate and provide recommendations on the development of new opportunities to drive effective and efficient use of our voice services.
  • Determine and understand customer needs, competitor offerings, and market dynamics.
  • Develop and implement strategies and initiatives which drive customer and staff efficiency, channel optimisation and enhanced customer experiences.
  • Ensure that the voice (speech, biometrics, IVR) services meet customers’ needs and Contact Centre financial/business performance requirements.
  • Monitor customers’ behaviour to identify changes/trends in customer usage
  • Develop, recommend and implement initiatives to address any issues/opportunities that are identified.
  • Business project management of medium-sized projects on a day to day basis within the constraints of governance and best practice, aligned to business strategy.
  • Maintain relationships with frontline teams, digital, marketing, products, other contact centres, and Technology to address customer enquiries and rectify problems/errors.
  • Build collaborative relationships with colleagues across the business to enable objectives to be achieved.

Role Location: Wellington
Role Type: Permanent 

About You:

To grow and be successful in this role, you will bring the following:

  • Completed tertiary qualifications in a business or technology related field such as Marketing, Finance or Economics, Information Technology.        
  • Previous experience working within a business environment that included speech, voice biometrics, and/or self-serve channels.
  • Established project management experience. Proven track record in delivering e-commerce initiatives; experience with e-commerce and new technology development.
  • Influential communicator with demonstrated ability to advise senior management on alternative solutions and risks.
  • Able to manage competing priorities         
  • Analytical and problem solving skills   

        

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.

 

ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.

 

The ANZ values are the foundation of how we work and support our customers.

 
Integrity – We are honest and fair
Collaboration – We work together for the customer
Accountability – We take ownership and get things done
Respect – We care for all those we serve
Excellence – We challenge ourselves to be better
 

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 anz.co.nz/careers

 

You may apply for this role by visiting ANZ Careers and search for the reference number NEW037045.

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