First Nations Team Manager

About the role

The First Nations Team Manager leads the specialised First Nations Support Line at ANZ, delivering culturally aware banking services to Aboriginal and Torres Strait Islander customers, especially those in remote communities. This permanent role is based at ANZ’s head office in Melbourne and is open exclusively to First Nations applicants.

Key responsibilities

• Coach, mentor and performance‑manage a team of consultants, fostering a culture of innovation, diversity and career growth.
• Onboard, train and support new team members, acting as a subject‑matter expert and escalation point for complex enquiries.
• Ensure timely, courteous responses to customer enquiries and adherence to Interaction Standards and process requirements.
• Promote customer‑centric decision making and keep the Voice of the Customer front of mind.
• Support customers’ transition to digital and self‑service channels, providing education and proactive engagement.
• Identify referral opportunities to specialist teams and safeguard against financial loss through compliance.
• Collaborate with internal and external stakeholders and serve as a point of contact for guidance on supporting First Nations customers.

Required profile

• Demonstrated connection to First Nations communities and cultural awareness.
• Proven experience in leading and developing customer‑service teams.
• Strong communication and stakeholder‑engagement skills.
• Ability to coach, mentor and manage performance effectively.

Required skills