About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About The Role

The Non-Routine Collections Team Leader plays a critical role in ensuring the smooth operation and high performance of the Collections team. This individual is tasked with overseeing the effective and efficient management of team activities, which involves coordinating workflow and capacity planning across various communication channels to meet business objectives.

In addition to managing staff rostering requirements, the Team Leader is responsible for monitoring service levels to ensure they align with key performance indicators, as well as tracking productivity levels to identify opportunities for improvement. A significant aspect of this role is supporting the development and implementation of coaching and professional development plans designed to enhance team members' skills and drive better results.

The Team Leader is also expected to identify and execute process improvement initiatives that streamline operations and enhance overall efficiency. Beyond process-oriented responsibilities, they play a crucial role in people management, fostering a positive and collaborative work environment, addressing team concerns, and ensuring that team members are equipped to perform at their best. This leadership position requires a proactive approach, strong organizational skills, and a commitment to achieving both team and organizational goals.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Location: MDC 100 Building, Eastwood City, Libis, Quezon City, Philippines

Shift Schedule: Dayshift schedules will be adhered to

What will your day look like?

As a Customer Operations Team Lead, you are primarily responsible for leading a team of front-line staff members. You will manage the workflow and work allocation for team members and conduct quality assurance and provide developmental feedback where appropriate. You are also responsible for capacity planning, and you will be a Subject Matter Expert, handling any escalations arising from within the team and you are expected to provide a strong level of support to the Operations Manager.

What will you bring?

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

• Extensive experience in Collections processes and a strong understanding of operational requirements to ensure seamless execution of tasks and adherence to business goals.
• In-depth knowledge of debt collection guidelines and relevant regulatory requirements, ensuring compliance and integrity in every aspect of operations.
• Exceptional attention to detail paired with a genuine drive to consistently uphold and enhance Quality and Standards across all team activities.
• Strong planning and coordination skills, with the ability to prioritize tasks effectively, even when under pressure in a dynamic work environment
• Proven capability to perform in high-paced environments while meeting challenging targets and maintaining a focus on quality outcomes.
• Leadership skills and the ability to inspire and guide a team, fostering collaboration, motivation, and professional growth to achieve collective goals efficiently
  
  
  

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.

Job Posting End Date

09/05/2025 , 11.59pm, (Melbourne Australia)