Head of Contact Centre Full Time

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.

About The Role

As Head of Contact Centre, this role provides strategic and operational leadership across large, multi‑skilled contact centre teams supporting New Zealand Personal customers. The role exists to deliver strong customer outcomes, develop high‑performing leaders, and drive operational and digital uplift aligned to Customer Engagement and Digital strategies.

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

What will your day look like?

As Head of Contact Centre, you will:

• Owning the operational leadership of the contact centre platform transition from Genesys to AWS, including defining operational requirements, workforce planning impacts and service design considerations and working closely with technology teams to ensure the AWS platform supports future customer service and productivity outcomes.
• Delivering consistently high‑quality customer experiences across service, onboarding, migrant, email and personal banking channels, including effective resolution of customer issues and complaints.
• Leading, coaching and developing senior leaders to build an inclusive, high‑performing workforce that delivers strong customer and business outcomes.
• Owning service performance, capacity and productivity to ensure agreed service levels and operational standards are consistently achieved.
• Driving continuous improvement and change initiatives, including digital and platform‑led service uplift, in alignment with NZ Personal and Customer Engagement strategies.
• Managing operational costs, workforce metrics and productivity while ensuring adherence to ANZ risk frameworks, QA standards, policies and regulatory requirements.

What will you bring?

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

• Proven experience working with cloud‑based platforms, including AWS (Amazon Web Services), in partnership with technology and digital teams to deliver scalable, secure customer and contact centre solutions.
• Role requires working early‑morning hours (4.00 am) aligned to New Zealand business operations, to support critical stakeholder engagement and service outcomes.
• Proven senior leadership experience in large‑scale contact centre, shared services or comparable operational environments.
• Demonstrated ability to lead leaders and manage end‑to‑end employee lifecycle activities including performance, capability uplift, talent management and succession.
• Strong operational and service management capability, including capacity planning, workforce optimisation and delivery against service level targets.
• Demonstrated experience leading change and operating effectively in complex, regulated environments.
• Excellent stakeholder management, communication and influencing skills at senior levels.
• Demonstrated ability to improve risk and compliance performance in a pragmatic way, both within their function and in collaboration with related functions.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us? (Bengaluru GCC)

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank’s largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank’s strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We’re proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong.

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

We want to continue building a diverse workplace and welcome applications from everyone. Please talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 115704.

Job Posting End Date

19/05/2026 , 11.59pm, (Melbourne Australia)