Financial:

• Work completed within Banks set policies, procedures and standards and able to apply business knowledge in daily work.
• Monitors progress on outstanding matters

Customer:

• Gain understanding of customer queries/concerns by gathering necessary information. Research customer requests by gathering all relevant information/data, ensuring all available avenues and sources of information are investigated.
• Recognise issues requiring escalation and act accordingly.
• Develop sound relationships with ANZ customers & ANZ staff by maintaining two-way communication.
• Handle queries from ANZ customers & staff. Provide continuing liaison with customers through to final resolution.  Answer all emails and calls in a professional manner.
• Contact customer to keep them informed in accordance with current processes.

Process:

• Accountable for all aspects of  function; own data, systems and  applications for all Processing and  Reporting services.
• Handle all escalated queries from internal ANZ  customers, or external vendors and resolve the

       complex cases

• Drive initiatives to support servicing Vision and priorities
• Process items/events with timeliness and accuracy.
• Work Allocation and Prioritising and distributing initial work received to various team members
• Staff communications, staff meetings rostering and work distribution
• Resolve and/or escalate complex matters to the Manager in a timely manner
• Focus on continuous improvement of the process
• Be a back-up for the Production Lead and assist in the following activities:
• Dealing with production related issues raised by staff
• Accurate & timely reporting of work results to the Team Leader on a daily basis.

Financial:

• Rejections / Incidents in any of the items completed
• Escalations / outstanding matters
• Operational cost reduction
• Reduce rework/escalation