ORGANISATIONAL CULTURE Australia and New Zealand Banking Group

ORGANISATIONAL CULTURE Australia and New Zealand Banking Group Presented By: (Group 6) • Cheenu Kansal • Ashish Pandey • Anshul Masih • Arvind Sharma • Aditya Vardhan • Allam Divya Sanjana

Australia & New Zealand Banking Group Established on 1 October 1951 One of the big four banks in Australia Largest bank in New Zealand Headquarters in Melbourne, Australia

Vision The company aims To become a ‘super-regional bank’ To expand beyond geographical borders Serving nearly 10 million customers in more than 30 countries.

i. CARE - Values To accomplish such a great vision, they follow a set of core values: Ø Ø Ø Integrity - Do what is right Collaboration - Connect and work as one for our stakeholders Accountability - Own your actions, make it happen Respect - Value every voice, bring the customer’s view to ANZ Excellence - Be your best, help people progress, be business minded

Competitive Analysis Competition is faced from: Ø Commonwealth Bank of Australia, Ø National Australia Bank, Ø Westpac Banking Corporation, Ø And other smaller banking corporations.

Employee Centric The management focuses on providing ‘A great place to work’ environment to its employees by: Ensuring fair and safe working environment Respect and value differences. Promoting human rights. Maintaining discipline.

Customer Service Secure new clients and retains old ones too 24 x 7 customer service through emails or calls Escalation teams for high priority work requests on real time basis Customer Service Certification Programs for employees Protecting customer transactions and personal information

Decision Making Mixture of both hierarchical as well as consensual approach v General decisions are taken with involvement and participation of employees v Whereas Strategic decisions are taken by hierarchical approach So there is an overall encouragement of employees to express their ideas and opinions.

Approach to getting work done Collaboration and team work rather than individual achievements. KRA (Key Result Areas) based performance appraisal system. Fair, honest and time bound methods are used to obtain results.

Customer Satisfaction In order to improve its customer satisfaction ANZ does the following: Ø Identify customer needs and requirements Ø Cooperation and friendliness Ø Willing to go an extra mile for loyal customers Ø Personal bit of financial advice Ø Providing latest facilities like Apple Pay

Risk Tolerance Conservative approach Rigid operational structure Being a financial institution, high degree of compliance to government policies and regulations

Organisational Structure Vertically hierarchical organization structure. Transparency to the employees. Group 6 Group 5 Group 1 (Entry-Level employees) (Middle level Management) (CEO, MD, Board of Directors)