Operations Analyst Job Details

Operations Analyst

Req ID: 103402
Department: NZ Personal Banking Customer Service Operations
Division: New Zealand
Location: Bengaluru

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.

As an Operation Analyst, you will be responsible for managing the key functions across the 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 work in partnership with NZ, having shared responsibilities with onshore counterparts.

The role requires handling requests for joining ANZ, existing ANZ customers, or applying for a bank account service emails. It does not need to provide advice, and therefore, is not required to be a nominated representative. You will 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 upskilling and cross-skilling into other functions to maximize operational capability to establish First Contact Resolution and be flexible to work 24/7 roster.

Banking is changing and were changing with it, giving our people great opportunities to try new things, learn, and grow. Whatever your role at ANZ, youll be building your future while helping to build ours.

Role Type: Permanent
Role Location: Bengaluru
Work Hours: Early Morning Hours (3am)

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 the 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.
• Understand changing needs of customers and assist them accordingly.
• Engage upstream and downstream teams in case hand-off required.
• Deliver 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.
• Share information and provide ongoing support and guidance to team members.
• Ensure timely completion of tasks assigned and accurately record the output on systems and tools that will contribute to the success of the team.
• Actively support process changes within the team, recommend improvements and support the change culture.
• Seek to understand the relevance of the team in the broader business.
• Refer to know-how 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.
• Keep up to date with all communication regarding changes to bank policy and adhere to all standards.
• Adhere to the process steps from knowledge management tools to complete end-to-end transactions.
• Actively support changes within the team and business and make recommendations for process improvements.
• Look for opportunities to work with others to achieve team goals and actively share knowledge with team members and stakeholders.
• Exhibit high levels of process knowledge and be able to share this knowledge with others.
• Proactively identify competencies for development and work with the line manager to improve self-performance.
• Contribute to overall rating through the completion of training requirements, adherence to policy, and identification and reporting of potential risks.

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

• A background in commerce.
• Flexibility with shifts and weekend working.
• Comfortable working in early morning and night shifts.
• Excellent communication skills, both written and verbal.
• Strong stakeholder management, negotiation, and influencing skills.
• Understanding of the digital business.
• Strong customer ethics to provide quality and timely customer service.
• Accuracy and attention to detail.
• A demonstrated growth mindset and contribution to team success.

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, but it also fosters 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 ANZ Careers and search for reference number

Job Posting End Date
02/10/2025, 11.59pm (Melbourne Australia)