Disputes Team Lead

ANZ; Quezon City; Hybrid; PHP 1,004,000 - 1,451,000; Full time

Benefits offered by this job

Health and wellbeing services

Flexible working options

Training and development

Job summary

ANZ in the Philippines invites a Disputes Team Leader to drive day-to-day operations of the Disputes team, ensuring SLAs, quality and customer outcomes while coaching analysts. Based in Quezon City with a 50/50 hybrid setup (onsite training for the first 3 months).

You will partner across Risk, Fraud, Operations, and Learning to elevate performance, manage escalations, and maintain regulatory standards. This is a permanent role offering growth in a global bank.

Qualifications

• Proven leadership and people management experience with coaching and accountability.
• Strong coaching, mentoring and behavioural leadership skills.
• Proven ability to manage operational performance and meet SLAs across multiple work baskets.
• Strong analytical, problem-solving, and decision-making skills for complex fraud and consumer disputes.
• Experience conducting root cause analyses on quality, accuracy and compliance trends.
• Excellent communication and stakeholder collaboration across multiple functions.

Responsibilities

• Lead achievement of team KRAs across SLAs, productivity, quality, risk and people metrics.
• Monitor and manage daily dispute work baskets to meet service levels and outcomes.
• Conduct regular performance reviews and coaching sessions to improve individual and team performance.
• Develop team capability through coaching, calibration sessions and knowledge sharing.
• Partner with stakeholders across Operations, Quality, Learning, Workforce Management, Fraud, Claims and Leadership to drive improvements.
• Lead team meetings and engagement activities to foster accountability and a high-performance culture.

Skills

People management

Coaching

Stakeholder management

Analytical thinking

Decision making

Communication

Root cause analysis

Job description

Job Description:

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 millions of customers.

About The Role

As a Disputes Team Leader you will be responsible for leading the day-to-day operations of the Disputes team, ensuring service level agreements (SLAs) across all work baskets are consistently achieved while maintaining high standards of quality, accuracy, compliance, and customer outcomes. You will provide leadership, direction, and support to analysts to effectively manage workload prioritization, productivity, and operational performance.

You will be accountable for driving operational excellence through proactive performance management, effective coaching, and continuous development of team members. This includes identifying performance gaps, mitigating rework and processing errors, improving quality outcomes, and fostering a culture of accountability and continuous improvement.

In this role you will be required to exercise sound judgment and critical decision-making in the assessment and resolution of fraud and consumer dispute cases, ensuring decisions are aligned with scheme requirements, regulatory obligations, and ANZ dispute management standards. You will partner closely with key stakeholders, manage escalations, supports change initiatives, monitor operational risks, and ensure the consistent application of policies, procedures, and industry best practices to deliver operational and customer excellence.

Banking is changing and we’re changing with it, giving our people great 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 Type: Permanent, Full-time

Role Location: 30F, MDC 100 Building, E. Rodriguez Jr. Avenue, Corner Eastwood Avenue, Brgy. Bagumbayan, Libis, Quezon City

Work Hours: Shifting schedule (8:00 AM to 8:00 PM Manila Time), Monday to Friday

Work Setup: 50/50 Hybrid (Onsite for the first 3 months during training)

What will your day look like?

• Lead achievement of team Key Result Area (KRA) targets across service level agreements (SLAs), productivity, quality, risk, and people metrics through effective leadership, workforce planning, coaching, and performance management.
• Monitor and manage daily dispute work baskets to ensure workloads are prioritized, resourced appropriately, and processed within agreed service levels while maintaining customer and business outcomes.
• Conduct regular performance reviews, coaching sessions, and structured one-on-one discussions to identify capability gaps, reinforce expected behaviors, and improve individual and team performance.
• Develop team capability through targeted coaching, calibration sessions, side-by-side observations, and knowledge-sharing activities focused on dispute resolution, fraud investigations, customer experience, and risk management.
• Partner with stakeholders across Operations, Quality, Learning, Workforce Management, Claims, Fraud, and Leadership teams to support business objectives, drive process improvements, and enhance customer outcomes.
• Lead team meetings, performance discussions, and engagement activities that foster accountability, continuous improvement, employee development, and a high-performance culture.

What will you bring?

• Demonstrated leadership and people management experience with a proven ability to drive individual and team performance through coaching, accountability, engagement, and effective performance management.
• Strong coaching, mentoring, and behavioural leadership skills, with the ability to identify performance gaps, influence behavioural change, and improve employee effectiveness through targeted development plans.
• Proven ability to manage operational performance and consistently deliver Service Level Agreements (SLAs), quality, productivity, and risk objectives across multiple work baskets.
• Strong analytical, critical thinking, problem-solving, and decision-making skills with the ability to assess complex fraud and consumer dispute scenarios and determine appropriate outcomes.
• Proven experience conducting root cause analysis on quality, accuracy, compliance, customer, and operational performance trends, and implementing sustainable corrective actions.
• Excellent verbal and written communication skills, stakeholder management and collaboration skills, with the ability to build strong relationships across Operations, Quality, Risk, Learning, Workforce Management, Fraud, Claims, and Business partners.

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 Manilla play a critical role in executing our strategy and deliver 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.

Job Posting End Date

01/10/2026, 11.59pm, (Melbourne Australia)