ANZ bank to undergo cultural revolution: CEO

BY  | FROM  | 2017-08-02 15:55

The Australia and New Zealand Banking Group (ANZ) must undergo a cultural change if it is to remain one of the region's largest banks, Chief Executive Officer (CEO) Shayne Elliott said on Monday.

In a manifesto delivered to all 50,000 of the bank's staff, Elliott conceded that the industry's reputation has been tarnished as community expectations of banks shift.

"As a business based on trust, we simply can't allow this situation to continue," Elliott, who took the reigns as CEO from Mike Smith at the beginning of 2016, said.

"It's a wake-up call that says our industry hasn't really changed for a long time. It's exciting for many but it's going to be scary for some."

He warned his workforce that the bank would undergo three major changes, technology would be adopted and developed enthusiastically, the bank's values would become key in strengthening customer relationships and the bank would become better balanced.

ANZ is one of the region's biggest banks with an operating profit of 4.7 billion U.S. dollars in 2016.

Elliott said speed and responsiveness in dealing with customers were crucial and that streamlined digital processes would assist in that area.

"Our customers want more from us and they want it be faster," he wrote.

"Even when we've digitized in the past, we haven't fundamentally changed the process, so the whole point of being agile is to re-imagine work and say, let's not have a sequential process, let's have right people in the right place with the right resources, tell them what the problem is and let them go and solve it quickly."

"It will feel very, very different. We will get better people, the people we have here will be more engaged and our customers will notice," he said.

"But I can promise it will be different, easier to navigate and get things done and more engaging, a bank where we all have the opportunity to learn, do a little better and thrive."

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