Senior Manager Customer Resolution

Senior Manager Customer Resolution

As a Senior Manager Customer Resolution in our Customer Resolution team, you'll play a key role in leading ANZ's approach to resolving customer-impacting events. This role exists to help ensure customer outcomes are delivered fairly, consistently and in line with ANZ's remediation principles, event management requirements and regulatory expectations. Reporting to the Head of Customer Resolution NZ & Pacific, you will guide customer resolution events from assessment and control through to remediation planning, customer treatment and closure. You will help ensure practical, timely outcomes for customers while maintaining clear governance and delivery discipline. As a senior leader in the team, you will work across ANZ and with third parties to improve how remediation is delivered, strengthen controls and support good customer outcomes. 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: Auckland or Wellington

Role Type: Permanent, Full-time

What will your day look like? You'll help turn customer-impacting events into clear, practical actions that support fair and timely outcomes. You'll bring structure, pace and strong stakeholder connection to complex work, helping teams move through decisions, delivery blockers and dependencies while keeping customer outcomes at the centre. In this role, you'll be responsible for:

• Leading customer resolution events through the full lifecycle, including assessment, control, remediation planning, treatment execution, customer communication, closure evidence and event closure.
• Coordinating activity across product, operations, technology, risk, legal, finance and third-party partners to deliver practical, scalable and customer-focused remediation solutions.
• Driving delivery discipline across open events by reducing ageing, resolving blockers, escalating risks and supporting clear governance, reporting and decision-making.
• Guiding root cause analysis, control remediation and financial oversight activities to help contain emerging issues, reduce repeat customer harm and ensure sustainable controls are in place.
• Leading and developing the Resolution Execution team, supporting clear priorities, workload management, capability uplift and strong delivery outcomes.

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

• Experience leading complex remediation, customer resolution, event management or operational delivery programmes within a regulated financial services environment.
• Strong understanding of remediation methods, customer impact assessment, event management, root cause analysis, control design and closure requirements.
• The ability to lead, influence and bring together cross-functional teams where ownership, accountability and decision-making are shared.
• Strong analytical and investigative skills, with the ability to assess customer impacts, identify practical treatment options and improve delivery outcomes.
• Experience using governance, reporting, financial management and data insights to support prioritisation, transparency and sound decision-making.
• The ability to lead and develop an inclusive, high-performing team through coaching, clear priorities, capability uplift and adaptable leadership.

So, why join us? From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where 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 community you need to take the next big step in your career. We're a diverse community 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 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.