Operational Performance Specialist
Operational Performance Specialist
Req ID: 85145
Department: AR Contact Centre
Division: Australia Retail
Location: Quezon City
About Us
Standard 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 purpose of the role is to support the contact centre by providing insights and guidance to align to best practice and adherence to the workforce plan. The role will conduct analysis and review on current state and provide recommendations on improving operational effectiveness across the network, supporting up to 400 Manila based FTE across both voice and digital channels. Additionally, this role will also be responsible for the Onboarding Process of new employees to the contact centre, work closely with Recruitment and Facilitation teams, and conduct regular review of current process to identify areas of improvement for a more streamlined onboarding experience for both the new employees and the business.
What will your day look like?
As an Operational Performance Specialist, you are accountable for:
• Perform regular assessments of the current state of operations with guidance from the business and the Optimisation Leadership team
• Identify inefficiencies and propose solutions to enhance operational effectiveness
• Collaborate with team leaders to implement recommended changes
• Oversee the onboarding process for new employees in the contact centre and work closely with recruitment teams to ensure timely and effective hiring
• Ensure a smooth and efficient onboarding experience for new hires and implement changes to streamline the onboarding experience for both new employees and the business
• Maintain accurate records of analysis, recommendations, and implemented changes
• Prepare reports on operational performance and onboarding effectiveness
What will you bring?
‘Must have’ knowledge, skills, and experiences which are critical and fundamental KSEs to perform the role.
• Ability to effectively influence and communicate with stakeholders at varying levels - from senior manager to operations staff
• Ability to adapt quickly, work under pressure and manage multiple activities in accordance with business requirements and timelines
• Strong and proven analytical skills - ability to understand and analyse data with concern for quality, accuracy, and detail
‘Good to have’ knowledge, skills, and experiences are considered advantageous KSEs to perform the role.
• Bachelor’s degree
• Ability to multitask and work in a fast-paced environment
• Good negotiation skills
• Proficient in MS Office Applications
Capabilities
• Ability to analyse performance data and identify trends
• Proficiency in conducting thorough reviews and assessments
• Experience working with recruitment and facilitation teams
• Ability to build strong working relationships across departments and capability to provide support to a large team of employees
• Skill in ensuring consistent communication and assistance
Qualifications
• Excellent analytical and problem-solving skills
• Ability to work independently and under pressure to meet requirements and objectives
• Strong organizational and time management skills
• Strong interpersonal and communication skills both verbal and written communication
So why join us?
From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
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, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and 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 or access requirement, let us know how we can provide you with additional support.
To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 85145.
Company profile
ANZ
ANZ has a proud heritage of more than 180 years. Our purpose is to shape a world where people and communities thrive. This is why we strive to create a balanced, sustainable economy in which everyone can take part and build a better life. We employ more than 50,000 people and have our global headquarters in Melbourne. ANZ is among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world.
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