It went from being slightly disorganised to being a very controlled environment which did not leave much room for thinking outside the box.
The most current position was to take inbound calls regarding a complaint that a customer wished to lodge. These complaints were varied, and more often than not, required investigation and liaising with other business areas to satisfactorily resolve the complaint.
The outcome for the customer relied on building relationships with contacts within the organisation in order to resolve some of the more difficult complaints lodged. Other complaints lodged were more easily resolved.
I learnt to prioritise my day, follow up regularly about an existing complaint, adhere to determined timeframes, and make a determination to escalate higher when necessary, or negotiate an outcome that I felt was appropriate to the situation. There were times when I needed to discuss what I believed to be the appropriate outcome with Management, and I did this by putting forward reasons why the outcome was the most expedient or appropriate response in any particular instance.
The hardest part of my job would be that the outcomes that were sometimes provided were not always received well by the recipient. When this happened, it prolonged the life of the complaint and at times, resulted in a forced escalation.
Situations where a consultant does not feel supported by their Team Leader or Manager does not make for a good, productive working relationship, especially when the original outcome is the one that was then implemented.
However, all in all, it was the people I worked with every day, b
ProsMorning tea; Overtime dinner.
ConsInconsistent information provided by Management and when provided, it was not always in a timely manner.
Senior leadership with extensive experiences in managing sales measures, building highly skilled sales teams and leading multiple sites. Strong qualities in converting strategies into key actions in maximising market share and profitability, in a complex and sensitive business environment.
Strong emphasis on leading others with a clear vision on a variety of competing priorities, ensuring superior performance and strategic objectives are met. Organised in all aspects of management, ability to think strategically and deliver a high performance culture, provides a high level of self-motivations. Highly developed interpersonal skills, effectively managing large teams and relationships with all stakeholders, demands optimal performance from team.
Being held fully accountable on results, productivity and team satisfaction is what I expect and thrive on. Offering a superior service provides superior outcomes is a personal objective. Personal hunger pushes my performance to new levels in exceeding financial measures. Adapting to circumstances, uncovering opportunities and awareness of impacts, allows clarity of addressing business goals.
Owning and sharing team accountabilities is supporting, encouraging and inspiring others to exceed objectives. Seeing my team develop skills, customers delighted from first class servicing, means true satisfaction. It’s essential to be flexible, with no boundaries, in order to achieve best solutions to my staff and in return to clients
ANZ - Expect to work unpaid overtime - lots of it.
Sadly I can't recommend ANZ as a place to work.
Typically your work day will be 12-14 hours, despite only being paid for 8 hours. There is an underlying culture which expects you to work the overtime, yet rarely will you be rewarded for it.
They claim a "give and take" work/life balance, but they don't tell you that you will do all the giving, and they will do all the taking.
For the wage you get, you would be far better off working in the public sector.
Training is poor at best. The only training you receive is from fellow staff members on the frontline who are already overworked. There is no formal training program.
Computer systems are antiquated and processes are worse. Despite them having internal computer systems for reporting, Management never use them and insist on wasting half your day getting the information for them manually. Expect to spend MOST of your day doing internal reporting which has nothing to do with the customer.
Expect to have internal meetings. Meetings, Meetings, and more Meetings. The bank is top heavy with management and they all want their chunk of your day. In a Relationship Management role expect to have a meeting on Monday to say what your week will involve, a meeting on Wednesday to discuss how it is progressing, and another meeting on Friday to discuss how it went. Management clearly have too much time on their hands and think having meetings justifies their existence. They forget that time you spend with them is time you are n
ProsThe day you leave the Bank
ConsLots of unpaid overtime, poor Management culture, poor training structure
Productive workplace with something new always happening.
- A typical day at work is setting up our work areas, coming together as a group before hand to talk about how the week is going/improvements that should be made. Seeing the regular customers that are always happy to have a chat and see how they are going. It is good to know that they are leaving happy. Knowing that they are getting the fullest out of their banking is a rewarding feeling.
- I leant excellent cash handling skills, customer service and computer skills. There is always something new to learn.
- Organisation is the key to working. Not been able to manage work throughout the day can be quite overwhelming towards closing, so in order for that not to happen you must be organised throughout the day.
- Fellow co-workers are great to bounce feedback and ideas off. They are always willing to help another colleague out when need be, and working in a team envrionment is always fun.
- Hardest part of the job is that sometimes we can't always help someone out because it is not following the law, even if it is a bad outcome for the customer there is only so much we can do because of the privacy and confidential laws. It is hard to turn someone away when they are in a tough cirumstance because even though we've tried everything that we can, it doesn't always have the positive outcome we hope for.
- Most enjoyable part of the job is working with my co-workers, who become your friends. Seeing familiar customers who want to know how you are going and are very caring always puts
Great Place to work with great staff on board..Had fun activity to enhance morale
I loved working for this company at the time I was a branch manager. As a branch manager i empowered to lead and grow the business through the development of new opportunities in our local community. My role involved people management, financial accountability, relationship management and exceptional customer service.Everyday is different depending on our Rosters eg. Friday is the end of the week we have a staff meeting where everyone brought to the table how their week went and what they achieved during the week. If they met their targets, we would celebrate and if they did not meet the targets we worked on how to meet them and helped to overcome any challenges and to exceed expectations.I have learnt that every staff member had different strengths and weaknesses. Our culture was to living the Values helped to achieve better business outcome. The hardest part of the job was:- The People (Staff) Educating them was not easy but the best part of my job was helping my staff to be better at their jobs by training and working with them and building better relationships with them plus building relationships with our customers which are the most valuable and important people in our jobs..One of the best part of my job was meeting all different types of customers which makes my job interesting and how i managed to assist them every time they needed help..
At the end of the day i was expected to support my team to deliver a great customer service...
A typical day at work at ANZ for me would begin by allocating cases to each member of my team every morning. There were three deadlines we had to meet every day which revolved around our customers and the times that they wished to settle their sales of their properties. My main tasks during the day was ensuring that all of my team members were meeting these deadlines and liaising with both customers and solicitors to ensure that this happened.
My co-workers were a group of young, enthusiastic people who did their best to ensure that customer expectations were met. Many went above and beyond what was required of them. It was inspiring to be a part of a group that took a lot of pride in their work.
The hardest part of my job would have been dealing with customers when they felt that we had not managed to meet their expectations. It was challenging to deal with complaints however if a positive outcome was reached it felt rewarding to have been able to solve the issue. The job also had moments that were reasonably stressful, however when the team pulled together we found that we worked really well under pressure.
I really enjoyed guiding and tutoring my team in all areas of their work, whether it be problems that arose from the job directly or just a general need for advice. I enjoyed the fact that people trusted me to do the job well and always felt rewarded when I delivered.
ProsPositive work environment with like minded individuals
I have been fortune to have a great coach and mentor at the beginning of my career with ANZ. I had my colleagues' support to gain knowledge about products and policies, understand processes and regulations, identifying risk and find ways to overcome them as well as providing excellent customer service.
Due to the great workplace culture and support among staff members and managers, I was able to drive and be passionate about my responsibilities and duties, and were able to join the Management Development Program at ANZ this year that provides me with the necessary skills and knowledge to be a manager and to run my own branch.
I would say that customers are more demanding than a few years ago. Which means you need to build excellent customer relationships, dealing with their problems and provide outstanding outcomes in order to win their trust and loyalty.
As digitalisation is a big part in banking, customers do not walk into the branches anymore. You need to get in touch with them and to invite them in for an A-Z Review. Not everyone is keen to make cold calls.
Our roles and responsibilities have changes recently. Changes are implemented in small steps at ANZ whereas other banks take less time to incorporate customer feedback.
ProsBuilding customer relationships
ConsProducts or services been implemented that have no benefits for the customer
A typical day involves incident and problem management. Incident management involves responding to incident alerts out of Service Now tool, performing necessary triage and ensuring service is restored as per service level agreements. Problem management involves the strategic analysis of issues (repeat incidents, functional issues) and centres around more complex change with in depth testing. Team leading the ANZ data warehouse team (IBM mainframe application) ensuring priorities are being met and aligned to KPI. What I learn each day is that it is the people that matter most in any team and that a champion team will always out do a team of champions. Simple things like a thank you or job well done goes a long way in building trust and respect. Work culture is imperative in any organization so that people feel happy and respected in the work place. The hardest part of any job in IT Support is maintaining a constant vigil on its systems so that stability and integrity is not compromised. This requires constant monitoring and staff training so that we are always on the forefront of potential issues. The most enjoyable part of the job is the people and everyone succeeding in delivering stable/quality systems which in turn supports the business.
Overall, enjoyed working at peakbound one selling ANZ Insurance, the environment was a fast paced and loud selling environment. I learned many different selling techniques how to build rapport with customers and how to handle objections if a customer was not interested. Management were very kind and caring, quite a lot of effort went into training the employees, to make sure they were given a fair go. Coaching was available to help out if you were falling behind and managers were always available if you needed help with a customer.
Co-workers were friendly, and due to the large turnover rate there were always new groups of employees each week.
The hardest part of the job was mostly the selling, since each customer wasn't really waiting for a call with someone selling them insurance, you really had to sell it to them and make them feel like it was something they could benefit off.
Personally my most enjoyable part of the job was the benefits that came along with it, this could include free lunches and great monthly incentives, the commision structure was also very good and very much achievable.
ProsFree lunches, lots of incentives, good commision structure.
Hard work and sometimes long hours but very rewarding
I worked my way from trainee to manager over 6 years, working a further 4 years as a manager. I had some wonderful opportunities and met some equally wonderful staff and customers at various branches. The business model can leave managers feeling like a jack of all trades and a master of none as you juggle competing priorities. You have to enjoy the complicated sales of home loans in business name structures and business banking in general to be really successful. However it is so rewarding when you and your team get it right. Upon reflection and in comparison to another big4 financial institution that i now work for the computer systems are pretty good and you could normally get support when you needed. It can feel a little isolated in rural locations and you are certainly aware your performance may be the difference between your branch staying open or being closed. There are peak periods where you really earn your salary but i always found senior leadership to be supportive even though you are in a sales environment and the pay was generally quite good.
ProsJob security, always a challenge, poor performers get managed.
ConsLong hours, sometimes very complicated sales/maintenance.
Typical day at work is starting with daily internal mails to see and be updated with the news and updates across the bank, checking any urgent requests from senior management and other stakeholders, making sure balance sheet account balances are reconciling with the system sourced download files/reports and any issues need to be resolved and be socialized with the relevant finance stakeholders. Liaising with offshore and onshore finance teams is a part of daily task. Be able to follow up on outstanding unresolved issues and be able to determine the correct adjusting entries if necessary. Daily liaising with Lending Operations team in respect to their manual updates of the line fees register which I made sure they completed correctly based on the agreed bank's processes, policies and procedures inorder for us to reconcile with the general ledger system's transaction listing and be able to raise a more complete and accurate month-end accrual and deferral journals.
I learned to manage my time and worked autonomously while overseeing the tasks being done by offshore finance team members and be available to support, investigate and resolve issues.
We made sure accounting and reporting timeframes are met with accuracy and integrity of the information.
I was able to work collaboratively with other team members and other business units inorder to successfully consolidate and standardised some of the individual reports/reconciliation tools into one single report/reconciliation too
Started work way back in 1977 when bank were not computerised. Over the years worked by way with several different computer systems. Enjoyed and learned alot worked around the system during conersion. When systems were rolled over staff hhas to work overtime alot.
The bank also changed in banking culture to centralisation of back office jobs and front office sales. I happen to be chosen to work in the front office where each staff given stretched targets which review monthly upto 6monthly and annual review. We were given increment for good reviews as well as cost of living.
I got the opportunity to work various branches as Officer in charge and even relieved Managers on leave and aslo looking after brances administrative duties as payroll, overtime, returns, leaves returns etc.
I was given auhtorisation to approve small loans write up home loan, personal loans and residential investment loans.
I also given to auhtorised overseas telegraphic transfers, drafts and do overseas bill payment for imported goods.
Management very focussed on its mission, values and culture and had its staff welfare on highest value. I managed to do my Diploma in Banking while working with bank. I got reimbursed after passing each unit towards the diploma.
The hardest part of work was trying to meet stretched targets as Annual Performance review is mostly based on it. We need to work long hours meeting clients and bring more business to the bank.
Overall it was very enjoyable time espe
ProsGood benefits like medical, reimburse on studies etc
• Managing the day to day activities for FX Corporate & Inter bank Settlements team.
• Managing control functions like Revaluation rates uploading to different system (Murex & Midanz) Deal input & maintenance, Rate fixing.
• Liaising with Front office and dealers and handling their urgent queries.
• Managing static data maintenance in different applications.
• Mark to market reporting to customers on regular basis as per frequency agreed with the customer.
• Handling reconciliation of settlements and investigating on outstanding items (Non-payment, Non receipts, incorrect payments etc.).
• Handling escalation from the Team members, senior officers & Asst. Mangers and take necessary action.
• Capacity management and involvement in projects at Department level (80 Plus staffs).
• Attrition management & Recruitment for the Team.
• Involvement in Engagement activities at Institutional level.
• Meetings and Performance appraisals for the team members.
• Attending Stake holders meetings at regular intervals.
• Staff development and work on training needs.
• Leave & shift management.
• Total cost monitoring for the team.
• Reporting incidents (BOLD, OREC etc.) and risks to higher management and work on action plans to mitigate risks within the team.
• Coordinator for Business Continuity Planning for Market Operations and responsible to conduct rehearsals and call tree testing on a timely manner.
• Handling other teams in the absence of the respective managers.
Support management and business decisions relevant to Quality and Training.
Deliver program and project priorities, basis Quality and Training as per business requirement
Quality, training and to reduce Write offs
Manage peak volume by planning for cross skill and up skill staff.
Handle all escalated queries from internal ANZ customers, or external vendors and resolve the complex cases
Drive initiatives to support servicing vision and priorities.
Part of the Pilot batch for a New System (PEGA) in the Process 2013-14
Was Part of the Design and frame work during the build.
Implementation and Testing of the new system into the work flow.
Worked closely with defects and process gaps / system gaps to build a robust work flow tool.
Training staff in the new work flow tool.
Successfully transitioned the entire process into the new software.
Part of a Successful Transition from Singapore - 2014-15
First Team to visit an offshore site and transitioned an entire process,
A complete lift and shift from Singapore.
One of the 3 Members Team to visit Singapore for a Transition.
Learning the process in one month end to end.
Complete Hands off done in one month.
ANZ Tread Setter awarded in Jan -2015.
Implemented Kizen (Process Improvement methods) in Accounts and Reconciliation.
Part of a Successful Transition in RWO-Retail and Wealth Operations.
Documented Training manual and Quality parameters.
Questions And Answers about ANZ Banking Group
Why do/did you like working at ANZ Banking Group?
Asked 18 Apr 2017
Have 20+ experience
Answered 16 Sep 2019
I have similar kind of experience and its relevant to my study
Answered 2 Jul 2019
What should you wear to an interview at ANZ Banking Group?
Asked 29 Mar 2017
Formal Business cloths like Plain shirts & Trouser
Answered 2 Jul 2019
A suwd & nice shows
Answered 24 Mar 2018
How should you prepare for an interview at ANZ Banking Group?
Asked 8 Apr 2017
Think of your passed experience and try to remember some real life examples to prepare for the interview.
Answered 16 Sep 2019
For any interview you have feel comfortable and think positive, rest destine is your
Answered 2 Jul 2019
If you were to leave ANZ Banking Group, what would be the reason?
Asked 27 Feb 2018
Answered 14 Jul 2019
Answered 2 Mar 2019
Why did you leave your job at ANZ Banking Group?
Asked 18 Mar 2017
Role made redundant due to India outsourcing project.