PW 2014 Presentation: ANZ: Enabling Super Regional Operations

JONATHAN TANNER, HEAD OF PROJECTS, GLOBAL SERVICES AND OPERATIONS, ANZ

One of the key strategic enablers for ANZ is to have the super-regional operational infrastructure required to provide outstanding customer experience while efficiently enabling business growth and leveraging global scale. Over the last two years ANZ has been working with Pega and Accenture to deploy solutions which provide end-to-end process orchestration, channel integration and introduce rules-based decisioning across key global operational areas such as payments operations, card disputes and lending. In parallel, ANZ has introduced a standard workflow approach to manage the distribution of work into the regional delivery network. By the end of FY14, ANZ will have over 2000 users across the platform delivering many great customer and efficiency benefits.

In this session you will learn:

  • How ANZ achieved all of this using a single enterprise platform across a geographically dispersed network of hubs
  • How this COO-sponsored program has transformed into a core capability and design function for the entire bank
  • How this capability is directly contributing to ANZ’s CTI target by driving operational efficiency and customer value