Senior Manager Customer Resolution

About the role

As a Senior Manager in the Customer Resolution team, you will lead ANZ’s approach to handling customer‑impacting events. The role ensures that outcomes are delivered fairly, consistently and in line with remediation principles, event‑management requirements and regulatory expectations.

Key responsibilities

• Lead customer resolution events through the full lifecycle – assessment, control, remediation planning, treatment execution, communication, and closure.
• Coordinate activities across product, operations, technology, risk, legal, finance and third‑party partners to deliver scalable, customer‑focused solutions.
• Drive delivery discipline by reducing ageing events, resolving blockers, escalating risks and maintaining clear governance and reporting.
• Guide root‑cause analysis, control remediation and financial oversight to contain emerging issues and reduce repeat customer harm.

Required profile

• Proven senior leadership experience in a complex, regulated environment.
• Strong stakeholder management and ability to influence cross‑functional teams.
• Excellent governance, decision‑making and risk‑escalation capabilities.
• Demonstrated ability to translate complex events into practical, timely customer outcomes.

Required skills