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Client onboarding specialist

1 month ago

bangalore, India ANZ Full time

About the role

Note: We currently have 5 open positions for this role and are looking to recruit multiple candidates as part of our selection process.

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 customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

Ops Senior Specialist role will be supporting the Ops Manager Account & Channel Maintenance (ACM) GCC, to deliver the “complex” customer outreach Day 2 product and channel (PCM and Wholesale Digital) maintenance approach for Institutional Australia.

Responsibilities include managing various tasks such as handling "complex" or sensitive customer requests, managing novations, dealing with complex products and M&A requests, reviewing and operationalizing exceptions and non-standard arrangements, and managing escalations and incident management (With the exception of the South Australia Government and NSW Government). 

Given the nature of the role, effective stakeholder engagement across Institutional PCM product, Wholesale Digital, Institutional KYC teams, and Institutional and Commercial PCM/TB Sales areas is essential. The role requires a customer-centric approach, the ability to address complex challenges with innovative solutions, and the willingness to challenge existing practices.

Collaboration with key stakeholders, including COOs, CFOs, CEOs, and finance teams, to understand their requirements and align expectations regarding product and channel maintenance is crucial. Additionally, close collaboration with Operations processing and KYC teams will be necessary to ensure timely completion of customer requests.

What will your day look like

This role will ensure the customer outreach product and channel maintenance proposition:

Improves Institutional Division’s customers' experience in their day to day banking requirements/interactions with ANZ

Is well understood by key stakeholders – with stakeholder buy-in and support of the proposition

Brings forward revenue realisation by reducing the time to open accounts

Resolves any escalations within 24 hours of the escalation being raised (ideally same day)

Collaborates with processing teams and relevant stakeholders, maintaining accurate records and raising incidents and complaints in line with compliance procedures

What will you bring?

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

Previous experience in client onboarding, static data maintenance or account opening for institutional or corporate clients

Demonstrated commitment to providing "world-class" service, understanding and meeting customer expectations, and delivering results both independently and collaboratively

Cash Servicing end to end processes and supported products, services and channels

Excellent verbal and written communication skills with the ability to influence internal teams, effectively interact with customers, and build strong relationships at all levels

Strong technical channel and product knowledge, including proficiency in banking systems such as SEIBEL, GOLDTIER, CACHE, ORION, MIDANZ, with the ability to adapt and utilize technology effectively in customer interactions and service delivery

Willingness to work in early morning shifts 

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