Job Description

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As a Disputes Team Leader you will be responsible for leading the day-to-day operations of the Disputes team, ensuring service level agreements (SLAs) across all work baskets are consistently achieved while maintaining high standards of quality, accuracy, compliance, and customer outcomes. You will provide leadership, direction, and support to analysts to effectively manage workload prioritization, productivity, and operational performance.

You will be accountable for driving operational excellence through proactive performance management, effective coaching, and continuous development of team members. This includes identifying performance gaps, mitigating rework and processing errors, improving quality outcomes, and fostering a culture of accountability and continuous improvement.

In this role you will be required to exercise sound judgment and critical decision-making in the assessment and resolution of fraud and consumer dispute cases, ensuring decisions are aligned with scheme requirements, regulatory obligations, and ANZ dispute management standards. You will partner closely with key stakeholders, manage escalations, supports change initiatives, monitor operational risks, and ensure the consistent application of policies, procedures, and industry best practices to deliver operational and customer excellence.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent, Full-time

Role Location: 30F, MDC 100 Building, E. Rodriguez Jr. Avenue, Corner Eastwood Avenue, Brgy. Bagumbayan, Libis, Quezon City

Work Hours: Shifting schedule (8:00 AM to 8:00 PM Manila Time), Monday to Friday

Work Setup: 50/50 Hybrid (Onsite for the first 3 months during training)

What will your day look like?

Your key responsibilities will include:

• Lead achievement of team Key Result Area (KRA) targets across service level agreements (SLAs), productivity, quality, risk, and people metrics through effective leadership, workforce planning, coaching, and performance management.
• Monitor and manage daily dispute work baskets to ensure workloads are prioritized, resourced appropriately, and processed within agreed service levels while maintaining customer and business outcomes.
• Conduct regular performance reviews, coaching sessions, and structured one-on-one discussions to identify capability gaps, reinforce expected behaviors, and improve individual and team performance.
• Develop team capability through targeted coaching, calibration sessions, side-by-side observations, and knowledge-sharing activities focused on dispute resolution, fraud investigations, customer experience, and risk management.
• Partner with stakeholders across Operations, Quality, Learning, Workforce Management, Claims, Fraud, and Leadership teams to support business objectives, drive process improvements, and enhance customer outcomes.
• Lead team meetings, performance discussions, and engagement activities that foster accountability, continuous improvement, employee development, and a high-performance culture.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Demonstrated leadership and people management experience with a proven ability to drive individual and team performance through coaching, accountability, engagement, and effective performance management.
• Strong coaching, mentoring, and behavioural leadership skills, with the ability to identify performance gaps, influence behavioural change, and improve employee effectiveness through targeted development plans.
• Proven ability to manage operational performance and consistently deliver Service Level Agreements (SLAs), quality, productivity, and risk objectives across multiple work baskets.
• Strong analytical, critical thinking, problem-solving, and decision-making skills with the ability to assess complex fraud and consumer dispute scenarios and determine appropriate outcomes.
• Proven experience conducting root cause analysis on quality, accuracy, compliance, customer, and operational performance trends, and implementing sustainable corrective actions.
• Excellent verbal and written communication skills, stakeholder management and collaboration skills, with the ability to build strong relationships across Operations, Quality, Risk, Learning, Workforce Management, Fraud, Claims, and Business partners.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.

We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 124753.

Job Posting End Date

01/10/2026, 11.59pm, (Melbourne Australia)