Operations Senior Analyst

Job Description 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 Senior Analyst is responsible for ensuring the delivery of Daily targets and customer service in ANZ India, via robust learning and development frameworks. Key responsibilities include - managing workflows, associated reporting and quality checks. Ensure timely and accurate processing of work for both internal and external customers in line with expectations and within the agreed criteria set out in Service Level agreements and established policies. 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: 8.5 hrs & Early morning shift (4:00 A.M.) What will your day look like As an Investigations Officer, you will: - Provide timely and complete solutions to Production Lead and Coach at the first point of contact. - Ensure resolution of issues aligns with defined SLAs and quality standards. - Take personal accountability for delivering a high-quality customer experience. - Build and maintain strong relationships with internal and external stakeholders for all BU-related operations. - Own customer issues end-to-end to ensure a positive and seamless experience. - Support training and development initiatives for the Bangalore team. - Proactively implement team engagement and performance improvement initiatives. - Collaborate effectively with team members, leadership, and stakeholders. - Coach and develop direct reports with tailored support for individual growth. - Promote cross-skilling within the team and support the broader Disputes group. - Ensure compliance with ANZ's accreditation, policies, and procedures. - Uphold ANZ's core values in all interactions with staff, peers, and customers. - Identify and escalate risks or inconsistencies to management promptly. - Minimize errors by adhering strictly to operational standards and procedures. What will you bring To grow and be successful in this role, you will ideally bring the following: - Minimum 3 years of relevant experience, preferably in banking or financial services. - Proven people management skills with experience in coaching and developing high-performing teams. - Strong collaboration and stakeholder engagement abilities. - Demonstrated expertise in managing workflows, processing tasks, and resolving complex enquiries. - Excellent problem-solving, critical thinking, and decision-making capabilities. - Solid understanding of card disputes processes, especially for New Zealand business, and banking products/procedures. - Strong communication, planning, and time management skills, with adaptability to change and continuous improvement mindset. 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 104448. Job Posting End Date , 11.59pm, (IST)