Head of Customer Resolution

About Us

At ANZ, our mission is to foster thriving communities and improve the financial well-being and sustainability of millions of customers in New Zealand and the Pacific.

About the Role

We are seeking a Head of Customer Resolution to lead our Customer Resolution capability within our Product Centre of Expertise. This critical leadership role involves overseeing the identification, understanding, remediation, and resolution of customer-impacting events with fairness, consistency, and timeliness. You will work to enhance customer outcomes and strengthen controls to prevent future harm.

Key Responsibilities

• Lead the execution of customer remediation programs, ensuring governance, timely progress, and resolution of all customer-impacting issues.
• Collaborate closely with Product, Operations, Technology, Risk, Legal, Finance, and external partners to identify root causes and implement practical remediation and control improvements.
• Influence strategic decisions, remove obstacles, and promote continuous improvements to accelerate remediation efforts and mitigate delivery risks.
• Provide executive governance, oversight, and reporting, as well as leading and nurturing a high-performing Customer Resolution team.

Experience and Skills Required

• Demonstrated experience managing complex customer remediation, event closure, or large-scale operational delivery programs within a regulated financial services environment.
• Expertise in risk and control management including event management, root cause analysis, impact assessment, remediation strategies, and control design.
• Proven ability to deliver complicated outcomes promptly while balancing fairness to customers, regulatory compliance, risk controls, and commercial factors.
• Strong stakeholder management and influencing skills to align efforts across multiple functions and external partners.
• Strategic mindset with exceptional planning and prioritization skills, leveraging data and reporting to identify risks and advance measurable results.
• Leadership capabilities to develop high-performing teams and foster an inclusive culture valuing diverse perspectives.

We encourage candidates with most, but not all, of these skills to apply as a growth mindset is fundamental at ANZ.

Why Join Us?

Be part of a community that strives for impactful purpose and personal growth. ANZ provides versatile career development opportunities supported with flexible working arrangements, wellbeing services, and various employee benefits.

We celebrate diversity and are committed to fostering a workplace reflective of Aotearoa New Zealand's communities, including initiatives to increase Māori and Pasifika representation.

Additional Information

Applications are welcomed from all individuals, with accommodations available for candidates requiring adjustments in the recruitment process or role. The position is based in either Auckland or Wellington and is full-time and permanent.

Application Deadline: 12 August 2026, 11:59 pm NZST.