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

As an Operation Analyst you will be responsible for managing the key functions across Digital service function

Digital Services team is our 24X7 customer servicing team that supports the contact centre business in NZ across various processes The teams operate around the clock and works in partnership with NZ having shared responsibilities with onshore counterparts.

The role requires to handle requests for joining ANZ, existing ANZ customers or Applying for a bank account service emails. Does not need to provide advice and therefore not required to be a nominated representative. To provide exceptional customer experience via digital channels (online, email and follow up over the phone) meeting the needs of customers. The outcomes are to be achieved through living the ANZ Values, being competent bankers, and with outputs being well managed and customer oriented.

In addition, it will also be expected that this role undertakes some up skilling and cross skilling into other functions to maximise operational capability to establish First Contact Resolution and be flexibleto work 24/7 roster.

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 Hours (3am)

What will your day look like?

As an Operation Analyst, you will:

• Liaise with stakeholders in a professional manner, assisting with all enquiries to finalisation and/or  escalating within a timely manner. Provide administrative support, including creation of correspondence material, to ensure customers are aware of their obligations and requirements to enable closure of cases
• Provide a high level of customer service to customers/applicants
• Provide accurate and up to date information on all enquiries
• Follow up where necessary to meet customer needs
• Understanding changing needs of customers and assist them accordingly. Engage upstream and downstream teams in case hand off required
• Delivers quality interactions that resolve the initial inquiry and transactional need.
• Identify opportunities to introduce the customer to digital channels where appropriate or refer to the appropriate channel for other financial needs.
• Sharing information and providing ongoing support and guidance to team members.
• Timely completion of task assigned and record the output accurately on systems and tools that will contribute to the success of team.
• Actively supports process changes within team, recommend improvements and support change culture.
• Seek to understand the relevance of the team in the broader business
• Refer to knowhow in order to Keep product and process  knowledge up to date while assisting customers.
• Ensure all customer authentication processes are adhered to, to keep our customer information and financial position safe.
• Keeping up to date with all communication regarding changes to bank policy and adhered to all standards.
• Adherence to the process steps from knowledge management tool to complete end to end transactions.
• Actively supports changes within team and business and makes recommendations for process improvements.
• Opportunities to work with others to achieve team goals and actively shares knowledge with team members and stakeholders.
• Exhibits high levels of process knowledge and is able to share this knowledge with others. 
• Proactively identify competencies for development and work with line manager to improve self-performance
• Contributes to overall rating through completion of training requirements. Adherence to policy and identification and reporting of potential risks.

What will you bring?

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

• Are you from a commerce background
• Flexible with shifts and weekend working
• Comforatable working in early morning and night shifts
• Excellent communication skills both written and verbal
• Strong Stakeholder Management & Negotiation and Influencing skills
• Understanding Digital business
• Strong customer ethics to provide quality and timely customer service
• Accuracy and attention to detail
• Demonstrate growth mindset and contribute to the team success

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 103402.

Job Posting End Date

02/10/2025 , 11.59pm, (Melbourne Australia)