Head of Customer Resolution

About the role

As the Head of Customer Resolution you will lead ANZ’s customer remediation capability across New Zealand and the Pacific, ensuring that customer‑impacting events are identified, understood, remediated and resolved fairly, consistently and promptly.

Key responsibilities

• Lead the delivery of customer remediation programmes, governing and resolving events in a timely manner.
• Partner with Product, Operations, Technology, Risk, Legal, Finance and third‑party providers to identify root causes, improve controls and implement practical remediation solutions.
• Influence strategic decision‑making and drive continuous improvement to enhance customer outcomes and reduce delivery risks.
• Provide executive‑level governance, reporting and oversight while building and leading a high‑performing Customer Resolution team.

Required profile

• Proven experience leading complex customer remediation, event closure or large‑scale operational delivery programmes within a regulated financial services environment.
• Strong expertise in risk and control management, including event management, root‑cause analysis, customer impact assessment, remediation methodologies and control design.
• Track record of delivering complex outcomes at pace.

Required skills