Contact Center Operations

Req ID: 110099

Department: AR Customer Services Ops Customer Lending Retail

Division: Australia Retail

Location: Bengaluru

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

The Contact Center Operations (Production Lead) is responsible for

Managing the daily operations of the team by ensuring timely and accurate processing of requests through effective allocation of work.
Being the first point of contact for queries and escalations.
The role is responsible for acting as the first level of escalation for the team and being the primary liaison point for stakeholders, SMEs, and customers.
Supporting the Manager in planning the work for the week and managing capacity in line with forecasts.
A key focus is on generating bright ideas to assist in reducing calls to CSE, minimizing complaints, and improving the customer experience.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent
Role Location: Bengaluru
Work Hours: Early Morning Shift (2 AM onwards)

What will your day look like?

As a Contact Center Operations (Production Lead), you will:

Provide a high level of customer service to internal and external customers.
Deliver a high quality of work and take ownership of resolving customer queries and complaints efficiently and effectively.
Manage and monitor call requests and ensure AHT, ASA, and abandonment rates are within threshold.
Proactively identify gaps in processes and implement internal controls to mitigate operational risks.
Regularly review processing effectiveness and implement improved processes.
Act as an SME in solving staff queries and handling escalations; therefore, an in-depth understanding of processes is mandatory.
Demonstrate a strong ability to guide employees toward goal achievement through teamwork and collaboration, motivation, and development skills, including the ability to act as a role model within the organization.
Drive cost-saving initiatives.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

Strong commitment to maintaining quality, accuracy, and adherence to established standards.
Ability to achieve success through effective collaboration and teamwork.
Results-driven mindset with a focus on meeting and exceeding objectives.
Strong problem-solving skills with the ability to analyze challenges and implement effective solutions.
Customer-focused approach dedicated to delivering positive customer outcomes.
Effective planning and coordination skills to manage priorities and ensure smooth execution.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong.

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

We want to continue building a diverse workplace and welcome applications from everyone. Please talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 110099.

Job Posting End Date

17/02/2026 , 11.59pm, (IST)