Journey Expert

3 weeks ago

Bengaluru Karnataka, India ANZ Banking Group Full time

**Req ID**: 65403
**Department**: Initiatives and Delivery Cluster
**Division**: Australia Retail
**Location**: Bengaluru
About the role

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.

As part of Home Loans, Delivery & Transformation team, we provide our Home Loan customers with great experiences by offering easy-to-use products and services. We are passionate about simplicity and meeting customers’ needs now and in the future.

Our goal is to bring this vision to life by designing, producing and managing a straightforward range of home loans products. Where our customers and bankers are supported by simple and automated processes within easy-to-use systems.

As a Journey Expert in the Q Production Support squad, your main priority is to help ensure the Home Loan Operations team is supported in the use of Q and the platform is well managed. This may require providing day to day support to the Home Loans Operations team on the usage of the service, managing incidents that occur in a timely manner, minimising disruption to the business and our customers, to facilitate the operation of a well-managed business. Additionally, you will be responsible to monitor system performance and complete trend analysis, to help identify continuous improvement opportunities for the Q Platform, help prioritise the backlog and to drive and implement solutions that create business benefit. Along with also leaning into the ensuring production support is considered for future development and to support the smooth the transition of new features into production.

Our Journey Expert roles offer you not only the flexibility and variety within the realm of Production Support, but also the opportunity to take on additional responsibilities outside of this domain. You may be asked to contribute your skills to other teams that support different aspects of the Home Loans business, providing you with a chance to develop a broader understanding of the industry and develop new skills. Rest assured that ongoing guidance and support will be provided as you take on these additional responsibilities.

What will your day look like

**As a Journey Expert, you will be**:
Autonomously triaging and managing incidents raised by users and ensuring timely resolutions - including the completion of root cause analysis, design solution, stakeholder communications and governance activities
Providing coaching support to the Home Loans Operations team on service usage
Working closely with technical system analysts on monitoring and daily health checks of the system
Identifying continuous improvement opportunities through trend analysis
Maintaining and managing asset documentation
Documenting business impact assessments
What will you bring?

To grow and be successful in this role, you will ideally bring the following:
Demonstrable capabilities in problem solving, adept at identifying, analysing and issue resolution, you can find clear paths through ambiguity and making decisions within broad direction and boundaries
Skilled in analysing data to identify trends, perform root cause analysis and support fact-driven decision making
Proven ability in optimising business processes and systems to reduce the need for production support and to enhance that enhance the performance and usability
A passion for user experience in shaping solution design outcome
Experience in translating requirements into user stories and acceptance criteria
Ideally, exposure to home lending or related financial services domains and systems
So, why join us?

From the moment you join ANZ, you’ll be doing meaningful work that will shape a world where people and 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 support you need to take the next big step in your career.

We’re a diverse bunch 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 health and wellbeing services and discounts on selected products and services from ANZ and more.

Job Posting End Date

14/05/2024, 11.59pm, (Melbourne Australia)

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