Disputes Team Lead — Hybrid, Impact & Growth

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

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.