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

As a Performance Coach, you are responsible for supporting and coaching Customer Service Experts and Leads in the Commercial Operations team to deliver better learning outcomes when cross skilling and better customer outcomes across the customer value chain. The role forms a key part of the Training and Performance Management Framework, which focuses learning support where it is needed most. The role has a key focus on uplifting performance and embedding learning into new training groups. They support Operations Leads in identifying performance uplift opportunities and delivering tailored coaching support to Customer Service Experts.

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 Type: Permanent, Full-time
Role Location: MDC 100, Quezon City

What will your day look like?

As a Performance Coach, you are accountable for:

• Model office and training hyper-care for all new skills taught in Commercial Operations (1:1, goal setting, expectations and behaviour)
• Delivering continuous improvements to our training approach
• Implementing performance coaching plans to uplift performance and provide a lead in to formalized performance management plans, supporting Operations Leads
• Use examples of best in class customer experience and quality and use this to coach others at an individual and Team level
• Coordination of leadership discussions about performance of their people, as well as, driving and supporting Coach the Coach programs for Leads in Commercial Operations
• Contribute to the development and delivery of change initiatives designed to remove roadblocks and enhance training and development

In a typical day or week you will be:

• Holding 1on1 conversations with team members in model office or in need of performance improvement
• Develop performance improvement plans for individuals tailored to their individual needs
• Analyse data to understand opportunities to uplift performance of training groups
• Work with Subject Matter Experts to update and enhance training materials and methods
• Look for examples of best in class customer experience and quality and use this to coach others across the region at an individual and team level
• Work with Subject Matter Experts to develop and implement changes to our training approach and keep our knowledge content up to date

What will you bring?

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

•    Very strong coaching capability outside of Subject Matter Expert knowledge
•    Extensive experience uplifting performance in individuals and teams
•    Data analysis skills to understand insights and drive conversation
•    Strong communication and interpersonal skills
•    Experience with learning and facilitation
•    Experience with Change management 
•    Tertiary degree in a behavioural science (psychology, developmental psychology, psychiatry) – preferred but not necessary

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.

So why join us?

ANZ provides banking and financial services and operates across more than 30 markets. We are 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. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world.  Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong. 

We provide our people with a range of benefits including access to health and wellbeing services.  We also have flexible working options so that our people can 'make work, work for them'.

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, let us know how we can provide you with additional support.

To find out more about working at ANZ visit  https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 78181.

Job Posting End Date

03/12/2024 , 11.59pm, (Melbourne Australia)