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Capability And Quality Lead

CTI Education Group - Melbourne, VIC

Any Industry
Source: uWorkin


Job Description - Capability and Quality Lead (AUS128344)

Job Description

Requisition Title - Capability and Quality Lead

Job Number: - AUS128344


Capability and Quality Lead - 12 month Fixed Term Contract

Help us to experiment, iterate and redefine banking for the future. We’re using the latest platforms, technology, and human centred design to better support our customers’ financial wellbeing

What’s your mission?
As the Capability and Quality Lead, you’ll be responsible for the development and on-going management of the Training, Coaching and Quality Program for the “Get Help” value stream. You will support the development of a high performance, customer-centric culture across the ANZx coaching practice.

What a typical day might look like
The Get Help and Give Feedback Value Stream and the Coaches, help people via chat, video, phone or in person get help, resolve an issue, provide feedback and improve their financial well-being.

  • Build and constantly evolve the learning and capability framework that will monitor and report on our compliance with the relevant regulatory obligations.
  • Act as the Business Owner ensuring a simple and seamless experience for Coaches and their people leaders.
  • Responsible for the strategic development of training & coaching materials, and manage the training & coaching frameworks.
  • Understand the voice of the customer and drive improvement through accurate, timely and responsible reporting of insights and risks.
  • Design and improve consistent delivery of high quality on-boarding and training of new Coaches into ANZx
  • Help build out the Quality Assurance capability through guidance, training, coaching and mentoring

What will likely be in your toolkit?
We’re trying to reimagine the way we help and interact with our customers, so we’re looking for creativity and an open mind. Your skills should include:

  • Proven expertise in training and coaching methodologies, development of training/coaching programmes and materials.
  • We would like to see evidence of where you have built a capability from the ground up.
  • Ability to go between and strategic and tactical, this is a start up idea so, for now, it’s all hands on deck whilst we scale.
  • Demonstrated interest, experience in and concern for, Quality and Standards
  • Ideally some Financial Services experience and/or understanding of a personal advice model
  • Strong customer focus with customer centric approach
  • Driven by developing others
  • Strong communication skills, face to face, virtually and through digital channels.
  • Excellent organisational, stakeholder management and task coordination skills

You’re not expected to have 100% of these skills. At ANZ, a growth mindset is at the heart of our culture and we actively encourage people to try new things. So if this role interests you and you feel you have most of these things in your toolbox, we’d love to hear from you.

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 www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number Taleo Job Code AUS128344