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 Operations Analyst is responsible for identifying and driving continuous improvement opportunities across the customer contact hub. They analyse performance and operational processes to uncover efficiency gaps and improvement opportunities, providing data driven insights that inform key priorities.

Working closely with hub leaders and cross functional teams, the Operations Analyst develops and supports the implementation of improvement plans designed to uplift operational performance and customer experience. They monitor and track the effectiveness of these initiatives to ensure sustained impact and continuous optimisation.

This role plays a key part in ensuring the customer contact hub runs efficiently, delivers great customer outcomes, and continually evolves through disciplined performance analysis and operational excellence

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: 833 Collins St Docklands, VIC 3008
Work Hours: Permanent (40 Hours / Week)

What will your day look like?

As a Operations Performance Specialist , you are accountable to:

• Analyse operational performance data to identify performance outliers, trends, and root causes impacting customer experience and efficiency.
• Partner with hub leaders to design and implement improvement plans that address performance gaps and uplift capability.
• Support workforce planning and dimensioning activity, ensuring resourcing aligns with demand and service expectations.
• Track, measure, and report the impact of initiatives, providing clear insights into operational effectiveness.
• Provide day-to-day performance support to operations leaders through timely reporting and actionable recommendations.
• Collaborate with the Insights & Analytics team to ensure consistency of reporting and data interpretation while maintaining an operational focus on actionability and execution.
• Translate tools and models that make operational data accessible and easy to use for frontline leaders.

Contribute to governance forums, sharing insights and updates on performance improvement outcomes.

What will you bring?

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

• Contact centre operations across voice and assisted digital (IVR, chat, messaging), including routing, queues, staffing impacts, and quality frameworks.
• Proven experience in an operations or business analyst role, ideally within a contact centre or customer operations environment.
• Strong analytical and problem-solving skills with the ability to translate data into operational action.
• Experience with performance measurement frameworks, process mapping, and continuous improvement methodologies.
• Advanced Excel and/or data visualisation skills (e.g., Power BI, Tableau).
• Strong stakeholder management and communication skills, with the ability to influence across teams and geographies.
• High attention to detail and comfort working in a fast-paced, changing environment.

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?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 111137 .
 

Job Posting End Date

12/03/2026 , 11.59pm, (Melbourne Australia)