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Process Analyst

ANZ - Melbourne, VIC

Banking & Finance
Source: uWorkin


Role type- Permanent, Full time

Role Location- 833 Collins Street, Docklands VIC 3008

Reimagine Complaints is a program looking to transform the way that Australia Retail & Commercial capture and resolve complaints. With a focus on automation, AI and process re-engineering, we are looking to improve the customer experience and efficiency of the end to end complaint journey. The program resides within our Customer Resolution portfolio, as part of the Australia Retail & Commercial Division.

As a Process Analyst, you will be working closely with the business and the project to re-design, document and implement the new processes & procedures required to make the program successful. After the completion of the project, you will transition to a role within Customer Resolutions where you will be responsible for the day to day improvement and management of the processes and procedures you helped create through establishment of a Process Governance operating rhythm to ensure best practice process management.

About You

To be successful in this role, you will ideally bring the following-

  • Experienced in redesigning and documenting core business processes to achieve improvements in productivity, cycle times and quality
  • Ability to assess existing processes and design solutions by understanding needs, feasibility, and impact
  • Detail and governance oriented, to ensure that all processes are correctly documented, updated and managed
  • Experienced using skills in critical thinking, data analysis and problem solving to resolve a problem or meet customer needs in new contexts and at varied levels of complexity
  • Experienced in building, maintaining and influencing relationships to achieve mutually beneficial outcomes
  • Ability to work collaboratively to manage feedback, influence outcomes and communicate effectively with all stakeholders
  • Ability to use project management skills to initiate, plan, execute, control and embed an initiative to achieve a required outcome.
  • Process engineering, lean expertise (e.g. Six Sigma Black Belt), and knowledge in Banking will be highly regarded

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 (AUS128215).