Champion engagement, culture, innovation, diversity and career growth by coaching and developing individuals, promoting ANZ values, and acting as a change advocate
Actively coach, mentor and performance-manage team members through regular feedback, coaching sessions, and development planning, ensuring they acquire the skills needed for strong performance
Onboard, train and support new team members, including trainees, and act as an SME and escalation point for complex customer needs
Share knowledge, insights and best practices to foster an always-learning environment and collaborate effectively with colleagues and key stakeholders across the business
Create an environment that delivers excellent customer service by ensuring timely, courteous responses to enquiries and coaching the team to meet Interaction Standards, deliver great banker experience, and follow process requirements
Promote customer-centric decision making and ensure the Voice of Customer is front of mind
Support customers’ transition to digital and self-service channels, including education on easy ways to bank and proactive engagement with vulnerable customers
Seek opportunities for appropriate customer referrals to specialist teams and help prevent financial loss by ensuring compliance with relevant processes.

A demonstrated connection to and passion for supporting Indigenous communities, with strong understanding of ANZ’s Reconciliation Action Plan
Experienced people leader with strong coaching abilities, team management experience, and a strong sense of purpose in improving customer financial wellbeing
Deep customer focus, excellent phone manner, and strong communication skills with the ability to engage and understand stakeholder needs
Active user and promoter of technology, with the ability to adapt to change, multitask, and work effectively in dynamic environments
Strong work ethic, resilience, professionalism, and ambition
High attention to detail, accuracy, and a continuous improvement and growth mindset
Strong external connections with First Nations communities and the ability to build and maintain meaningful relationships
Proven stakeholder engagement and relationship management skills, with a strong stakeholder-focused approach
Proactive, shows initiative, and demonstrates strong problem-solving capabilities
Knowledge and experience in retail banking, digital adoption, and branch optimisation.

First Nations Team Manager

Key skills