Team Lead - Customer Engagement

About the role

The Team Lead – Customer Engagement will head a group of bankers within ANZ’s National Business Centre, driving sales, revenue, and superior customer outcomes across cash‑flow, lending, and remote delivery functions.

Key responsibilities

• Deliver overall sales and revenue targets measured by Business Lending FUM and cross‑sell opportunities.
• Reduce customer and product attrition across Business Lending, Home Lending, Business Accounts and Working Capital.
• Improve Net Promoter Score by championing an outstanding customer experience.
• Manage team productivity through a disciplined sales operating rhythm, ensuring rapid response times and high conversion rates.
• Maintain operational and credit risk compliance for the business.
• Foster a coaching culture that builds deep credit expertise and encourages continuous learning.
• Collaborate with internal stakeholders to solve complex problems and embed a customer‑focused culture.
• Oversee resource planning, rostering and operational efficiencies to ensure responsive service delivery.

Required profile

• Proven experience leading banking or financial services teams.
• Strong commercial acumen with a focus on revenue growth and risk management.
• Ability to develop talent, promote coaching and embed best‑practice credit knowledge.
• Excellent stakeholder management and problem‑solving skills.

Required skills