Senior Manager Platform Transformation Contact Centre Technology

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Department : NZ Personal Banking Contact Centre

Location : AKL, WLG or CHC

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga.

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.

Mo te turanga – About the role

As

Senior Manager Platform Transformation

in our

Proposition, Performance and Growth Customer Engagement

team

, you'll play a key role in leading the New Zealand business input into the Enterprise Customer Contact (ECC) platform transformation programme.

Acting as the NZ product owner and subject matter expert, you'll represent the needs of customers and staff across New Zealand and the Pacific.

You'll contribute to the design and delivery of customer engagement strategies and change initiatives, while maintaining strong relationships with the ECC ANZ Technology team to ensure robust governance, implementation, and benefit realisation.

You'll also provide thought leadership on emerging technologies and support the Contact Centre's transformation in collaboration with our Centres of Excellence.

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 :

Auckland, Wellington or Christchurch

Ka aha to ra e kite ai?

– What will your day look like?

You'll be leading the business input into the Enterprise Customer Contact (ECC) platform transformation, ensuring technology initiatives align with ANZ NZ, Customer Engagement, and Group strategies.

This role exists to shape and deliver future-ready contact centre solutions that enhance customer experience and operational efficiency.

Represent ANZ NZ and Pacific as the operational product owner and SME for ECC, supporting the rollout of AI tools and platform enhancements across the Contact Centre and Branch network.

Collaborate with internal stakeholders and external vendors to design and implement strategic technology initiatives, building strong relationships across the enterprise.

Manage slate funding requests and business cases for contact centre technology, ensuring robust governance and benefit realisation.

Ensure compliance with ANZ policies, risk frameworks, and regulatory requirements, supporting the delivery of secure and compliant technology solutions.

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

Deep understanding of Contact Centre operations and technologies, including IVRs, routing systems, voice biometrics, speech recognition and messaging platforms.

Proven experience leading the delivery of technology initiatives, including integration with platforms such as AWS.

Strong strategic thinking and programme governance capability, with a track record in business planning and execution.

Ability to build trusted relationships with senior stakeholders, influence outcomes, and drive change across complex environments.

Experience leading high-performing teams, with a focus on empowering others and fostering accountability.

Excellent communication skills, with the ability to translate complex technical concepts for diverse audiences.

You're not expected to have every skill listed.

At ANZ, a growth mindset is at the heart of our culture - so if you bring most of these capabilities, we'd love to hear from you.

He aha te take e uru ai koe ki a matou?

• So, why join us?

From the moment you join ANZ, you'll be part of a work whanau 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.

That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Maori Strategy called Takiri-A-Rangi.

This includes increasing representation of Maori and Pasifika people at ANZ.

Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.

Kua watea te katoa ki te tono.

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 an access requirement or disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit / .

You can apply for this role by visiting ANZ Careers and searching for reference number

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