I have been fortune to have a great coach and mentor at the beginning of my career with ANZ. I had my colleagues' support to gain knowledge about products and policies, understand processes and regulations, identifying risk and find ways to overcome them as well as providing excellent customer service.
Due to the great workplace culture and support among staff members and managers, I was able to drive and be passionate about my responsibilities and duties, and were able to join the Management Development Program at ANZ this year that provides me with the necessary skills and knowledge to be a manager and to run my own branch.
I would say that customers are more demanding than a few years ago. Which means you need to build excellent customer relationships, dealing with their problems and provide outstanding outcomes in order to win their trust and loyalty.
As digitalisation is a big part in banking, customers do not walk into the branches anymore. You need to get in touch with them and to invite them in for an A-Z Review. Not everyone is keen to make cold calls.
Our roles and responsibilities have changes recently. Changes are implemented in small steps at ANZ whereas other banks take less time to incorporate customer feedback.
Building customer relationships
Products or services been implemented that have no benefits for the customer