Customer Operations Team Lead

About the role

As a Customer Operations Team Lead within ANZ's Institutional Banking division, you will lead a team of professionals delivering operational services to our customers. You will be responsible for driving first‑line supervisory activities, ensuring service delivery aligns with the overall operational strategy, and maintaining close communication with customers and frontline staff.

Key responsibilities

• Lead, motivate and develop a team of customer service and operations professionals.
• Implement tactical activities that support the broader organisational and operational strategy.
• Monitor and manage all service delivery parameters at the team level.
• Maintain strong communication channels with customers and frontline teams to address issues promptly.
• Ensure compliance with banking regulations and internal policies.

Required profile

• Proven experience in a first‑line supervisory or team‑lead role within a banking or financial services environment.
• Strong leadership and people‑management capabilities.
• Excellent customer‑focused mindset with the ability to handle complex queries.
• Ability to work collaboratively across functions and drive continuous improvement.

Required skills