Major reductions in customer service expected in ANZ branches

ANZ National announced its intention yesterday to cut face to face service to customers by reducing front line branch staff numbers. Yesterday the bank announced to staff the following:
1. A review of the branch network with a view to reducing staff numbers
2. A freeze on recruitment which will lead to immediate staff reductions through attrition
3. A reduction in the use of casual staff to cover absences and a tightening up of overtime being worked
4. Asking front line staff to consider voluntary redundancy

Finsec Campaigns Director Andrew Campbell said ANZ National was breaking the promise they made to increase frontline staff when they announced the offshoring of hundreds of jobs to Bangalore. “At a time when this billion dollar bank continues to make record profits, it should be investing in its front line but once again, it is putting profit before people. Once again, this bank is going about its business in ways which will only damage its reputation further.”

“ANZ’s proposals will be bad for customers and staff. A survey of ANZ National branches conducted late last year shows that there are already significant understaffing issues in their retail network. 66% of staff surveyed said that understaffing across their team was having a negative impact on customer service. And 82% of staff consistently worked additional hours each week.”

Finsec is meeting with the bank today to express total opposition to cutting staff numbers and seek much more detail from the bank as to what is so wrong that, despite their assurances a few months ago, some staff must now lose their jobs

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