General Manager – Customer Delivery (Institutional)

About the role

Reporting to the Global COO, Institutional, the General Manager, Customer Delivery is accountable for end‑to‑end delivery of Institutional customer operations across ANZ’s Global Capability Centres. The role leads delivery teams for KYC, lending, transaction banking, cash, trade and other wholesale products, overseeing about 900 employees.

Key responsibilities

• Lead end‑to‑end Institutional customer delivery across the GCC network, ensuring strong customer, service, workforce, risk and productivity outcomes.
• Drive simplification, automation, process redesign and change initiatives to improve customer outcomes and reduce operational complexity.
• Develop a flexible, multi‑skilled workforce through strategic planning, recruitment, capability development and leadership growth.
• Own portfolio financial performance, managing expenditure, workforce costs, productivity commitments and transformation benefits.
• Leverage operational, customer and market insights to identify improvement opportunities and inform strategic decisions.

Required profile

• Extensive executive leadership experience in Institutional Banking, Operations or large‑scale customer servicing environments.
• Proven ability to lead large, geographically dispersed, multi‑skilled workforces in highly regulated settings.
• Strong strategic and commercial acumen with a track record of balancing customer, risk, workforce and financial outcomes.
• Demonstrated success leading large‑scale transformation, change and cost optimisation programmes.

What we offer

• Flexible working arrangements to help employees “make work, work for them”.
• Access to health and wellbeing services and discounts on selected ANZ products and services.
• A diverse and inclusive workplace that celebrates different backgrounds and perspectives.