ANZ DES TOOLKIT. What you need to know before applying to ANZ

Transcription

1 ANZ DES TOOLKIT What you need to know before applying to ANZ 1. Introduction 2. How to apply 3. Typical roles at ANZ 4. How to write a winning resume 5. Tips for impressing at interview 6. How to answer behavioural questions 7. Sample behavioural questions 8. Frequently asked questions Appendix. Quick reference guide for online application

2 1. INTRODUCTION: ANZ values diversity in the workplace and as part of its commitment to creating a diverse working environment, ANZ has an inclusive approach to employment and to providing opportunities to candidates with disability. People with disability are encouraged to apply as ANZ understands that provided a candidate meets the inherent requirements of a role, reasonable adjustments can be made where required and a successful outcome achieved. 2. HOW TO APPLY All jobs are listed on the website at (or click on the Jobs at ANZ link on the ANZ website). All applications must be submitted via the ANZ website. The recruitment team is unable to review applications or resumes submitted to an individual recruitment consultant s address. It is recommended that your candidate creates a profile with job posting alerts so that they receive regular s regarding job opportunities. 3. TYPICAL ROLES AT ANZ ANZ encourages candidates with disability to apply for vacancies that match their skills, experience and qualifications. The roles listed below are advertised on ANZ s website regularly. Outlined against each role are key qualities ANZ looks for when assessing a candidate s suitability. Does your candidate have the qualities required for a good skills match? ANZ Service Consultant (Teller) Sales or needs based selling experience with the ability to cross-sell to customers Customer focussed with excellent communication skills Target driven, working under pressure to exceed targets and meet KPIs Proven problem solving ability Strong numeracy and/or financial background Cash handling experience Attention to detail working from in a compliance or procedure driven environment Computer literate in Microsoft packages and data management Call Centre Consultant Clear, concise, friendly telephone manner Respond to calls and resolve 70% of calls within 132 seconds Target driven, working under pressure to exceed targets and meet KPIs Flexibility to work 20hrs to 40 hrs per week between 6am and 12.30am over 7 days Proven problem solving ability Customer focused with call centre, hospitality or customer service experience Computer literate in Microsoft packages and data management

3 4. HOW TO WRITE A WINNING RESUME A winning resume lists your candidate s experience and qualifications. It should be customised to the unique attributes of the role and describe future career goals. Outline work experience by date (most recent working backwards), using clear and concise language. List achievements rather than just responsibilities. Be factual, keep the formatting simple and don't forget to include contact details. And make sure there are no spelling or grammatical errors! 5. TIPS FOR IMPRESSING AT INTERVIEW Interviewing is a skill and preparation is the key. Having an idea of the types of questions that may be asked and suitable answers will mean your candidate has the best chance of success. Know the place and time of the interview, the interviewer s name and position title Review the job description to understand the role responsibilities and competencies Visit the website to understand ANZ values, products and services. Prepare some questions to ask during the interview. Remember, this is your opportunity to find out about the position, work environment and development prospects. o What would a standard day in this role involve? o What would make someone successful in this role? o What training and development would I be offered if successful in this role? Do Arrive a few minutes early Shake hands firmly Maintain eye contact Ask questions Be a good listener Be confident and enthusiastic Be natural and be yourself Don t x Be unprepared x Give only yes or no answers to questions x Exaggerate about your experience x Make derogatory comments about previous employers x Be overbearing or aggressive x Use bad language, slang or jargon 6. HOW TO ANSWER BEHAVIOURAL QUESTIONS ANZ use behavioural questions, requiring real life examples to demonstrate how you apply desired skills and behaviours in a positive way in the workplace. Examples include; Tell me how you handle a customer complaint? Describe a time you had to complete an important task to a deadline. What steps did you take to ensure it was done? How to answer a behavioural interview question Break down your response into four parts and answer in the following order: S = Situation: T = Task: A = Action: R = Result: Overview of where you were working, your responsibilities and what happened? What did you need to do as a result of what happened? What you did in response to the situation or circumstance. What was the result of your actions? Did you resolve the problem? 7. SAMPLE BEHAVIOURAL QUESTIONS The following are examples of interview questions for demonstrating key competencies at ANZ.

4 Competency 1 - Manages Change What is the recruiter looking for? A candidate who demonstrates openness to change and uncertainty and successfully manages self and others through change. Behavioural question: Tell me about a time when you maintained a positive attitude to change. Why did you remain positive? How did your attitude impact on your performance? What was the outcome? Suggested answer: I worked for X Store. The regular opening hours were 9am to 5.30pm but there was a change we then stayed open until 7.00pm. I was asked to work some late shifts which meant I needed to change my daily routine. I had the opportunity to meet new customers who enjoyed shopping after work and I found serving different customers helped me reach my daily productivity target. Competency 2 - Delivers Results What is the recruiter looking for? A candidate who sets priorities and seizes opportunities to improve performance and deliver superior results for ANZ. Behavioural question: Give me an example where you looked for a better way of achieving your work targets. What were the targets? Where did you think there were opportunities to improve? How did you go about this? Suggested answer: I was the head waiter in a busy city restaurant. As well as serving customers, I managed a team of 10 staff. I wanted to improve the way we communicated with the kitchen. I arranged a meeting with the head chef to discuss how we could work more closely and therefore serve our customers better. We trialled a new system of ordering hot food and found the food was served quicker and this created less waste. We decided to meet each month to monitor progress or implement new ideas. Competency 3 - Focuses on the customer What is the recruiter looking for? A candidate who understands customer needs in order to deliver simple and convenient solutions that are both valued by the customer and commercial for the Bank. Behavioural question: Give me an example of when you successfully dealt with a customer complaint. How did you do this? What was the result? Suggested answer: I worked as a receptionist for Y Company, supplying cleaning products across Australia. One day I received a call from a frustrated store manager. He was running extremely low on certain products and was waiting for a delivery. I tracked his order and was able to advise when the products were due. In addition, I arranged a courier to deliver a smaller order the same day to ensure he did not run out of stock. The manager rang the next day to advise all stock had arrived. Competency 4 - Builds Relationships What is the recruiter looking for? A candidate who builds collaborative and productive internal and stakeholder relationships through the effective use of influencing and networking skills. Behavioural question: How do you assess the feelings, concerns and needs of others? Give me a specific example. How do you use this information to work collaboratively within the team?

5 Suggested answer: I was working as a consultant. My manager had been invited to attend an important awards night. This was a good opportunity to meet potential employers and other stakeholders. On the day my manager was ill so I offered to attend on my manager s behalf and also to deliver his speech. I met a number of new contacts and passed these on at work the next day. My manager was able to secure a number of business development meetings from the contacts I made. 8. FREQUENTLY ASKED QUESTIONS How do I set up a candidate profile and receive matching job alerts? Go to the page on and click on the Opportunities tab and then select Create/modify your profile. Follow the prompts to set up your new candidate profile. Once created you can log in to your profile and update it at any time. To receive job posting notifications, you will first need to set up your employment preferences in your candidate profile to ensure that you are only ed the details of roles that are within your field of interest. When you get to the Profile Information tab, you will be asked to tick whether you would like to receive Job Posting Notifications. Tick this and then finish the creation of your profile. I ve forgotten my candidate password, how do I have it reset? To reset your password, visit the login page, enter your user name and select Forgot your password link. If this process does not work, please contact ausrecruitment@anz.com. It may take up to 24 hours for the new password to be created and sent to your address listed on your profile. What are the application review timeframes? Application review time frames can vary from role to role, however ANZ generally allows up to 2 weeks after the advertisement has closed for our recruiters to review applications. Do I need to be an Australian citizen or Permanent Resident to get a job at ANZ in Australia? You must be an Australian or New Zealand Citizen or Australian Permanent Resident to apply for permanent roles at ANZ for roles which are based in Australia. Status will be verified as part of an overall probity check prior to appointment. Do I need to create a new profile every time I apply for a role at ANZ? No. You can use your existing profile to apply for as many roles as you want. Just access your profile using your existing login details whenever you apply for a role. If I'm not successful, will it impact my ability to apply again? If you have the experience required for the jobs you apply for, ANZ will review your application again. If you are applying to roles where you'd like to gain experience but don't meet all the selection, highlight this in a cover letter or summary/introduction in your resume to make it clear to the recruiter managing the applications. Appendix. QUICK REFERENCE GUIDE FOR ONLINE APPLICATION

6 Quick Reference Guide External Candidate Application process How to apply for a role at ANZ An external candidate application requires the candidate to complete an online job application via 3. To change the country search, select the country required from the Location drop down list in the search criteria Below is a step by step guide on how to apply and submit your online application. The red boxes highlight the areas you need to select 1. External candidates come to the ANZ website to look for jobs. Go to choose your country > About Us tab > Careers > Opportunities 4. Scroll through the job listings/advertisements to the bottom of the page NB: These job listings come from Taleo and are specific to the country selected in the previous screen or in step 1 2. Click on the Job Search button to search for jobs or view the roles ANZ are currently advertising 5. Click on a job link to show the details of one of the advertised roles and select Apply Online button See Next Page SEP of 3

7 Quick Reference Guide External Candidate Application process How to apply for a role at ANZ 6. Click on the I Accept button You will be asked to accept or decline the Privacy Agreement 11. There are 4 stages of application, highlighted by the step status here. 1st stage: Personal Information 7. Next the Candidate Login page is displayed where you are asked to enter your user name and password 12. Enter their personal information, a red asterisk indicates a mandatory field 8. If you have previously applied for a job at ANZ or already set up a candidate profile, you will have a user name and password that can be entered 9. If you have not applied for a job at ANZ before click on the New User button 13. Click on the Save and Continue button 10. Create a user name and password See Next Page SEP of 3

8 Quick Reference Guide External Candidate Application process How to apply for a role at ANZ 14. Stage 2: Pre-screening questions You ll see the Pre-screen phase of the process is now highlighted at the top of the next screen 17. Click on the Browse button, select your Resume 18. Click on the Attach button 15. In this screen, you are asked to complete some questions about yourself e.g. experience, education, NB: A red asterisk marks a mandatory field 19. Click on the Save and Continue button 20. Your are now at the Summary step of the process. Confirm your details and then click on submit 16. You are now at the Resume step of the application process 21. You should now be at the Thank you page your application is complete ONLY if you reach this page SEP of 3