Ops Senior Specialist
1 month ago
Ops Senior Specialist - ACM, GCC
Ops Senior Specialist - ACM, GCC
Req ID: Department: Insto Ops Onboarding Division: Institutional Location: Bangalore
About the role
No. of open roles : 5
This role will be supporting the “Ops Manager ACM GCC” to deliver the customer outreach Day 2 product and channel (PCM and Wholesale Digital) maintenance approach for Institutional Australia, including account opening.
Will be part of the TB Enablement team responsible (with the other TB Enablement teams) for lifting overall capability and effectiveness by providing guidance, coaching and support to improve the overall proposition of the TB Enablement team. Additionally, the role will be a key contributor (and sometimes lead) improvement initiative.
SME on PCM Products and Wholesale Digital and related processes and systems (eg. ARROW, UCT, Payto, GT, Commercial customers, FX, knowledge management systems, remediations etc), combined with change leadership and change management
UAT testing and involvement in automation activities
Managing/heavily involved in remediations, pilots and new processes across TB Enablement (eg. ARROW, eKYC, Auth Sigs, Tandem, FX on TG, Payto, UCT etc.)
Coaching across TB Enablement teams for
Simple BAU and complex products/requirements and sensitive customers
Process review, re-engineering and documentation, training – with the end to end customer journey in mind
Uplifting and tracking skills/capability by having detailed frameworks and training in place
Engaging with other GCC managers to improve the overall customer proposition for customers
BAU requests
Escalation and incident management
Stakeholder management
Identification of improvement opportunities and implementing these
This role requires effective relationships with stakeholders across all Institutional PCM product, Wholesale Digital, Institutional KYC teams, Business Governance and Controls, Risk and all Institutional and Commercial PCM/TB Sales areas.
What will your day look like
Provide input across TB Enablement and other GCC teams regarding the identification and implementation of opportunities to enhance operational performance - across key metrics
Coaching across TB Enablement a customer centric approach, ensuring TB Enablement are presenting ANZ’s product and chanel requirements to customers effectively and accurately, while understanding the customers’ requirements, and improves the customer experience in this process - contributing to TB Enablement at least meeting SLAs and/or customer and banker expectations
Engaging with ICS/Registration/KYC/other processing teams to drive accountability to delivering to their SLA’s – but with a focus on the end to end cycle time for the customer
Ensuring that TB Enablement understand ANZ’s KYC, AML-CTF and product and channel requirements to effectively articulate the ‘what’ and the ‘why’ of ANZ’s ever increasing policy requirements in response to regulatory requirements to customers
Act as a trusted advisor and role model ANZ values and behaviours
Ensure accuracy (>90%,
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