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About the Role
As an Area Manager – SME, NBC Branch Solutions within ANZ's Business & Private Bank, you will play a pivotal role in helping small business customers start, run and grow successful businesses. You will ensure every customer interaction delivers value and strengthens their long-term financial wellbeing by combining industry insights, tailored banking solutions and trusted advice. Leading a team of Small Business Specialists, you will be responsible for driving outstanding customer outcomes through our face-to-face banking proposition. You will create a high-performance culture that balances customer experience, commercial growth and risk excellence, ensuring your team delivers strong sales and revenue outcomes while maintaining a well-managed and compliant business. This role is also accountable for building an engaged and capable workforce, fostering a culture of coaching, accountability and continuous improvement. Working closely with stakeholders across Business & Private Bank, you will contribute to the execution of ANZ's Commercial Banking strategy and help shape the future of how we support small businesses across Australia.
Responsibilities
- Overall sales & revenue performance measured by Business Lending FUM drawn, Home Lending FUM drawn, Transaction Accounts opened, Working Capital solutions and other cross-sell opportunities
- Reduction in customer & product attrition, in particular lending FUM
- Team productivity to ensure that customers are efficiently & proactively managed through a well-executed sales operating rhythm measured through response times & successful conversion of opportunities
- Improving quality referral volumes from the branch network both in branches where Small Business Specialists are located and those where they are not (referrals to the National Business Centre remote team)
- Overall accountability for having a well-managed business relating to operational risk and credit risk
- Establishing a coaching culture where bankers & leaders develop deep credit expertise and are able to reach their full potential and where learning is embraced & embedded
- Developing strong relationships, influence & collaborate with internal stakeholders to solve complex problems & support Commercial’s Contact Strategy
- Driving outstanding customer experience and outcomes measured through Net Promotor Score improvement
- Creating a truly customer-focused culture (deeply embedded practices such as quality needs-based conversations, acting on customer feedback, resolving complex complaints etc.)
- Delivering exceptional customer responsiveness through the effective operational management of the business (Resource planning, rostering, operational efficiencies etc)
Requirements
- Experience in coaching, leading & engaging high performing teams
- Strong Commercial Credit experience – expertise in small business lending processes & credit policy
- Stakeholder management: The ability to identify, understand and anticipate the needs of those who can affect or be affected by your work in order to gain commitment.
- Influencing: The ability to gain the commitment of others through a range of techniques.
- Customer Solutioning: Supporting customers by understanding their needs and informing them about relevant products or services, and/or providing considered options, that meet those needs.
- Relationship Management: Building, maintaining and influencing relationships to achieve mutually beneficial outcomes.
- Commercial acumen: The ability to take a big picture view of the organisation, the market, external and internal pressures and trends and identify actions or strategies to drive efficiency and create long-term value.
- Business Development: The activity of partnering with individuals and/or organisations to pursue strategic initiatives, relationships and/or opportunities to drive commercial value.
- Problem solving: The ability to identify and critically evaluate problems, and/or interconnections and patterns across a broader system, for the purpose of finding and implementing a solution.
Skills
- FSR Tier 2 Certificate is an advantage
Location
- Level 9, 242 Pitt Street, NSW 2000
Work Type
- 40 Hours
About the Company
- 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.
- At ANZ, banking is changing and we're changing with it. We're creating opportunities for our people to innovate, develop and grow their careers while making a meaningful impact for our customers. Whatever your role, you'll be helping build the future of banking while building your own.