Head of Customer Lending Assessment

About the role

The Head of Customer Lending Assessment leads ANZ's lending assessment capability across New Zealand. This senior position is responsible for overseeing the assessment of both secured and unsecured lending applications, ensuring excellent service, robust risk management, and positive customer outcomes. The role works closely with senior stakeholders in Operations, Technology, Product and Risk to shape strategy and drive transformation.

Key responsibilities

• Lead large, geographically dispersed teams, including offshore lending assessment units, to deliver high‑quality service and risk outcomes.
• Drive operational excellence through process improvement, technology enablement, automation and simplification initiatives.
• Partner with Operations, Technology, Product and Risk to influence strategy, prioritise change and enhance customer and employee experiences.
• Foster an inclusive, high‑performing culture that develops people, strengthens capability and supports teams through change.
• Monitor and report on performance metrics, ensuring compliance with regulatory and internal standards.

Required profile

• Extensive senior leadership experience managing large‑scale operational functions, preferably within retail lending, credit assessment or customer lending operations.
• Proven ability to lead complex processes and technology environments and deliver enterprise‑wide change.
• Strong stakeholder management skills with senior leaders across multiple functions.
• Demonstrated track record of driving risk‑aware, customer‑focused outcomes.

Required skills