Job Description

Ko Mātou – About Us

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. 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.

Mō te tūranga - About the role

As the Head of Customer Lending Assessment in our Customer Service Operations team, you'll play a key leadership role in shaping the future of ANZ's lending assessment capability across New Zealand. You'll lead large-scale operational teams responsible for assessing secured and unsecured lending applications, while driving excellence in service, risk management, process improvement and customer outcomes.

This is a highly visible leadership role, working closely with senior stakeholders across Operations, Technology, Product and Risk to influence strategy, lead transformation and deliver sustainable improvements for our customers, people and the bank. While experience in retail lending, credit assessment or customer lending operations will be highly regarded, we're equally interested in experienced leaders who have successfully led large-scale operational functions, managed complex processes and technology environments, and delivered enterprise-wide change.

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 Location: Auckland

Role Type: Permanent, Full Time

Ka aha tō rā e kite ai? - What will your day look like?

You'll lead a large-scale operational function responsible for the assessment of secured and unsecured lending applications across multiple customer segments and channels. This role is focused on delivering positive customer, risk and operational outcomes while driving continuous improvement and leading change across a complex environment.

Key responsibilities include:

• Leading large, geographically dispersed teams, including oversight of offshore lending assessment teams, to deliver positive service, risk and customer outcomes.
• Driving operational excellence through process improvement, technology enablement, automation and simplification initiatives.
• Partnering across Operations, Technology, Product and Risk to influence strategy, prioritise change and improve customer and employee experiences.
• Creating an inclusive, high-performing culture that develops people, strengthens capability and supports teams through change.

Ōu Pūkenga? - What will you bring?

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

• Demonstrated experience leading large-scale operational teams in a complex, high-volume environment.
• A track record of leading business transformation, process improvement and organisational change.
• Strong understanding of how technology, systems and operational processes work together to deliver customer outcomes.
• The ability to influence and collaborate across multiple business areas and senior stakeholder groups.
• Experience leading teams through matrix structures and across multiple locations, including offshore teams.
• Experience in retail lending, credit assessment or customer lending operations is advantageous but not essential.
• A people-focused leadership style, with the ability to engage, empower and develop diverse teams and stakeholders.

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.

He aha te take e uru ai koe ki a mātou? - So, why join us?

From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career.

We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.

Kua wātea te katoa ki te tono. 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 an access requirement or disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.co.nz/careers/.You can apply for this role by visiting ANZ Careers and searching for reference number 123423.

Te Rā Ōtinga - Job Posting End Date

27/09/2026, 11.59pm, (NZST)