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Stephen White, Group Executive Operations, said the values shape how decisions are made in complex operating environments.
“Let’s bring our judgement in balancing customer focus, risk and results,” White said.
Put customers first remains a central focus of the refreshed values.
“In everyday work, we always start with the customer story first so that we get attuned to how customers are feeling, what pain points they have, and we look at every decision on that lens,” said Pedro Rodeia, Group Executive Australia Retail.
“It’s about taking a moment to pause and reflect - putting yourself in the customer’s shoes as we make decisions at every level, even the highly technical and operational ones,” added Tammy Medard, Group Executive Business & Private Bank.
The bank has said clearer values will help it respond more effectively to changing customer expectations and increasing complexity across the sector.
Farhan Faruqui, Chief Financial Officer, explained Deliver with excellence is about setting high standards and learning from outside the organisation.
“To me it means raising the bar, challenging ourselves,” Faruqui said. “And sometimes it means looking externally to bring lessons in and improve.”
Elisa Clements, Group Executive Talent & Culture, described delivery in practical terms.
“It means meeting deadlines, having clarity of role and clarity of the actions that we need to deliver,” Clements said.
Our Values
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Work as one is designed to reinforce collaboration while choosing what’s best for the whole organisation.
Mark Whelan, Group Executive Institutional, said the focus is on connecting the right people to get the job done.
“We have to come together, support each other, put the group above business unit, above division and above individuals,” Whelan said. “You can’t do it on your own, not in a complex organisation like we have.”
Doing what’s right is at the core of Own the outcome.
“It’s about taking accountability. When you make a decision, you own the outcome, even if it’s wrong,” says Antonia Watson, Group Executive and CEO of New Zealand.
“It’s also about attention to detail, understanding what you’re delivering and getting that clarity. If you don’t have that clarity you should speak up, adds Don Patra, Group Chief Information Officer.
ANZ has positioned the refreshed values as a practical framework intended to guide how people make decisions and deliver outcomes as the organisation continues to execute its strategy.
“Our culture needs to evolve so we can deliver, so we can win,” said Matos.
Alicia Muling is Senior Journalist at ANZ
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ANZ has unveiled a new set of values, marking the next step in its plan to evolve culture and sharpen execution under the bank’s ANZ 2030 strategy.
The values - Put customers first, Deliver with excellence, Own the outcome and Work as one - are intended to replace several earlier frameworks, bringing expectations around performance, behaviour and risk into a single, simplified model. They also reflect the direction set by the bank’s refreshed Executive Committee.
Chief Executive Officer Nuno Matos said the update reflected the bank’s view that culture is central to execution.
“Delivering on our ANZ 2030 strategy requires a new set of values that sets us apart. This is how we will deliver better outcomes for our customers, and each other,” Matos said, adding that ANZ needed to move with greater pace, clarity and accountability to meet customer expectations.
The refresh follows a year‑long consultation process involving staff across all levels, from senior leaders to graduates, as well as input from ANZ’s Executive Committee and external benchmarking.
Under the new approach, the values bring together risk culture, behaviour and performance into a one consistent framework.
“Culture matters because it’s about doing the right thing, and it's about the way we work every day even when people aren’t watching,” said Christine Palmer, Group Chief Risk Officer.
ANZ's refreshed Executive Committee
The views and opinions expressed in this communication are those of the author and may not necessarily state or reflect those of ANZ.
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