Customer Service Operations Officer

Req ID: 106662

Department: Insto Banking Services Group Services

Division: Institutional

Location: Bengaluru

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

As a Ops Analyst you'll be responsible for the investigations of payments and nostro breaks, charges clearance, processing, verifying and reconciliation while ensuring that regulatory and bank requirements are met. The individual must deliver positive customer experience within agreed timeframes i.e. Service Level Agreements (SLAs). The position is required to support the investigation and reconciliation in relation to Inward remittance, Outward remittance, Inward-Onward remittance. Close liaison with peer group and stakeholders to reduce unreconciled / unidentified items; strictly follow the agreed reporting procedures on those exceptions.

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

What will you bring?

As the Ops Analyst you will:

Investigate and resolve failed, delayed, or misrouted payments/charges within defined service levels.

Analyse transaction data to determine the cause of payment discrepancies and document findings clearly.

Ensure all investigations comply with internal policies and external regulatory standards.

Provide exceptional customer service to the internal and external customers.

Provide accurate and up- to-date information on all enquiries.

Follow-up where necessary to meet customer needs.

What will your day look like?

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

Minimum knowledge on SWIFT (ISO 20022), payments platform, payment methods, payment and message types are a must.

Familiarity with domestic and international payment networks (e.g., SWIFT, HVCS, RTGS, NEFT).

Knowledge of financial regulations including AML, KYC and OFAC.

Take initiative to identify potential process or services improvements.

Ensure accurate data input.

Consistently meet targets in terms of quality and accuracy to ensure that requests/transactions are actioned within SLAs.

Good skill to understand systems and application.

Understands and complies with oral and written rules/instructions/procedures.

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.

/. You can apply for this role by visiting ANZ Careers and searching for reference number

Recruiter

Dikshika . ,

Hiring Manager

Saritha T R

Job Posting End Date

28/11/2025 , 11.59pm, (IST)