Customer Operations Manager

ANZ Banking Group Limited; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Australia and New Zealand Banking Group Limited in Bengaluru seeks a hands-on Team Leader for Private Bank Service and Payments to guide a team, ensure timely servicing and accurate payment processing, and partner closely with relationship managers. You will coach staff, monitor performance, and drive improvements to deliver reliable customer outcomes.

You will lead day-to-day operations, manage capacity, and maintain disciplined controls while fostering an inclusive, high-performing team

Qualifications

• Experience leading people in banking operations, payments, customer servicing or a comparable service environment.
• Strong coaching skills and experience lifting individual performance, quality and confidence.
• Sound operational judgement, including the ability to prioritise time-sensitive work and respond calmly when customer needs or payment deadlines change.
• A strong focus on accuracy, process discipline and non-financial risk, with an understanding of the consequences of errors in customer servicing and payments.
• The ability to use service, workflow and quality data to guide decisions and hold constructive performance conversations.
• An inclusive leadership style that sets clear expectations, supports accountability and builds a reliable team environment.

Responsibilities

• Lead the day-to-day delivery of servicing and payment work, setting priorities and allocating capacity so requests are progressed within agreed timeframes.
• Coach team members to deliver accurate, responsive service and build confidence across Private Bank servicing processes, payment requirements and customer interactions.
• Use turnaround time, quality, workflow and contact data to identify pressure points, address performance issues and improve the consistency of service.
• Maintain strong relationships with Private Bank relationship managers, providing clear updates, resolving escalations and agreeing practical responses to urgent or complex customer needs.
• Oversee the quality and safe execution of payment activity, ensuring required checks, approvals and controls are completed and concerns are escalated promptly.
• Support operational excellence through clear daily rhythms, effective work management and disciplined follow-through on service, quality and risk actions.
• Identify recurring issues and lead improvements that reduce rework, simplify servicing and make it easier for relationship managers and customers to get timely support.
• Manage individual performance and development through regular feedback, quality conversations and coaching tailored to each team member's capability and responsibilities.

Skills

People leadership

Banking operations

Payments processing

Customer servicing

Job description

Select how often (in days) to receive an alert:

Customer Operations Manager

Department: GO - Business & Private Bnk Operations

Division: Group Operations

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.

Join Business & Private Bank and help deliver our growth ambitions by backing Australian businesses and private clients with the insights, solutions and support they need to move forward. We play a critical role in delivering the ANZ 2030 Strategy and you’ll be part of a team guided by our values to put customers first, deliver with excellence, own the outcome and work as one.

About the Role

As a Team Leader in Private Bank Service and Payments, you will lead team members who support Private Bank customers and relationship managers with everyday servicing and payment requests. You will organise the flow of work, maintain strong turnaround times and ensure requests are completed accurately and with the responsiveness expected in Private Bank.

The role works closely with relationship managers and operational partners to clarify requests, resolve issues and keep customers informed through the people who manage their relationship. You will coach the team, use performance and quality insights to improve delivery, and maintain disciplined controls across servicing and payments activity.

This role suits a hands‑on people leader who understands the importance of pace, accuracy and clear communication, and who can build trusted working relationships while keeping the team focused on safe, consistent customer outcomes.

Role Type: Permanent

What will your day look like?

As a Team Leader - Private Bank Service and Payments, you will:

• Lead the day-to-day delivery of servicing and payment work, setting priorities and allocating capacity so requests are progressed within agreed timeframes.
• Coach team members to deliver accurate, responsive service and build confidence across Private Bank servicing processes, payment requirements and customer interactions.
• Use turnaround time, quality, workflow and contact data to identify pressure points, address performance issues and improve the consistency of service.
• Maintain strong relationships with Private Bank relationship managers, providing clear updates, resolving escalations and agreeing practical responses to urgent or complex customer needs.
• Oversee the quality and safe execution of payment activity, ensuring required checks, approvals and controls are completed and concerns are escalated promptly.
• Support operational excellence through clear daily rhythms, effective work management and disciplined follow-through on service, quality and risk actions.
• Identify recurring issues and lead improvements that reduce rework, simplify servicing and make it easier for relationship managers and customers to get timely support.
• Manage individual performance and development through regular feedback, quality conversations and coaching tailored to each team member's capability and responsibilities.

What will you bring?

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

• Experience leading people in banking operations, payments, customer servicing or a comparable service environment.
• Strong coaching skills and experience lifting individual performance, quality and confidence through practical feedback and support.
• Sound operational judgement, including the ability to prioritise time-sensitive work and respond calmly when customer needs or payment deadlines change.
• A strong focus on accuracy, process discipline and non-financial risk, with an understanding of the consequences of errors in customer servicing and payments.
• The ability to use service, workflow and quality data to guide decisions and hold constructive performance conversations.
• Confidence engaging with relationship managers and operational partners, including handling escalations and communicating progress clearly.
• Experience identifying root causes and making practical improvements that strengthen service and reduce avoidable effort.
• An inclusive leadership style that sets clear expectations, supports accountability and builds a reliable team environment.

'Good to have' knowledge, skills and experience

• Knowledge of Private Bank products, client service expectations and relationship‑managed customer journeys.
• Experience with domestic or international payment processing, cut‑off times, authorities and payment controls.
• Familiarity with operational workflow, case management or work queue systems.
• Exposure to operational excellence, continuous improvement or change implementation.