Manager, Client Services, Institutional (Mandarin-speaking)

About Us

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 customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

About the Role

The Manager for Client Services in Institutional will support the Head of Client Services and lead the International Client Services team within the Manila Group Capability Centre. In this role, you will be responsible for the delivery of exceptional service to institutional customers through effective management of all phone and email inquiries within the call centre environment.

You will provide daytoday team leadership, ensuring smooth operations while driving a bestinclass customer experience. A strong focus on customer satisfaction, maintaining defined service levels, supporting continuous improvement, and ensuring operational efficiency will be essential to your success.

This position plays a key role in managing customer interactions, promoting a clientcentric culture, and driving service outcomes that contribute to business success.

Banking is changing and we're changing with it, giving our people opportunities to try new things, learn and grow. Whatever your role at ANZ, you'll be building your future, while helping to build ours.

Role location: Solaris One, Makati

Role type: Permanent

Work arrangement: Hybrid

What will your day look like

As the Client Services Manager, you will:

• Drive overall team performance to meet key financial targets while ensuring effective cost management across Client Services.
• Support and implement revenue and costefficiency initiatives that contribute to planned financial outcomes.
• Build and maintain strong working relationships with business partners, acting as a key reference point for service matters.
• Ensure service targets and SLAs are consistently met with a NILrisk mindset, reinforcing a culture of operational excellence.
• Identify and communicate process improvement opportunities, track benefits, and ensure timely completion of outstanding service items.
• Facilitate and implement process enhancements, maintain accurate process documentation, and ensure SLAs and BCPs are reviewed regularly.
• Deliver ongoing training on processes and products, promoting staff awareness of quality expectations and implications of process breaches.
• Lead, coach, and develop team members through regular performance discussions, skillgap identification, and targeted upskilling to support strategic goals.

What will you bring

To grow and be successful in this role, you will ideally bring the following:

• Knowledge of Transaction Banking products and operational processes.
• Proficiency in English and Mandarin
• Strong analytical skills to support stakeholders through problem analysis and solution recommendations.
• Ability to interpret data and contribute insights to support change initiatives and decisionmaking.
• A strong customercentric mindset and commitment to service excellence.
• Demonstrated ability to consistently meet service level agreements relating to turnaround time and service quality in Client Services.

You're not expected to have 100% of these skills. At ANZ, a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.

So why join us

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manila plays a critical role in executing our strategy and in delivering what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.

We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can make work, work for them.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.