Customer Service Operations Officer

ANZ Banking Group; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

ANZ Banking Group in Bengaluru, India is seeking a Customer Service Operations Officer to manage daily workflows, process transactions, and deliver accurate customer outcomes within service levels. You will monitor quality, generate reports, and drive improvements across onshore and offshore teams to ensure operational excellence.

This permanent, full-time role prioritizes collaboration, regulatory compliance, and coaching teammates to raise performance.

Qualifications

• 2–4 years of banking operations experience.
• Ability to manage workflows and process transactions accurately.
• Strong written and verbal communication with stakeholders.

Responsibilities

• Manage daily workflows and operational activities to ensure service levels, quality standards, and business targets are consistently achieved.
• Process customer transactions, payments, and loan-related activities accurately and within agreed turnaround times.
• Deliver exceptional support to internal and external customers, ensuring a seamless and positive customer experience.
• Monitor performance, identify improvement opportunities, and recommend process enhancements to drive operational efficiency.
• Support team capability through knowledge sharing, coaching, and on-the-job training while collaborating with stakeholders across onshore and offshore teams.
• Ensure all activities comply with ANZ policies, risk frameworks, and regulatory requirements, maintaining high levels of accuracy and compliance.
• Actively contribute to a culture of continuous improvement, accountability, and operational excellence while minimizing operational and reputational risk.

Skills

Banking operations

Stakeholder management

Problem solving

Attention to detail

Communication skills

Tools

Microsoft Office

Job description

Customer Service Operations Officer

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 Customer Service Operations Officer, you will manage daily operations, workflows, reporting, and quality checks to ensure exceptional customer service and operational excellence.

You will ensure timely and accurate processing of customer requests in line with service level agreements, policies, and compliance standards.

Working closely with stakeholders, you will drive process improvements, support team development, and contribute to delivering efficient, high-quality outcomes while enhancing the overall customer experience.

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, Full-time Role Location: Bengaluru, India Work Hours: 1:00 AM (IST) onwards, subject to daylight savings.

What will your day look like?

• Manage daily workflows and operational activities to ensure service levels, quality standards, and business targets are consistently achieved.
• Process customer transactions, payments, and loan-related activities accurately and within agreed turnaround times.
• Deliver exceptional support to internal and external customers, ensuring a seamless and positive customer experience.
• Monitor performance, identify improvement opportunities, and recommend process enhancements to drive operational efficiency.
• Support team capability through knowledge sharing, coaching, and on-the-job training while collaborating with stakeholders across onshore and offshore teams.
• Ensure all activities comply with ANZ policies, risk frameworks, and regulatory requirements, maintaining high levels of accuracy and compliance.
• Actively contribute to a culture of continuous improvement, accountability, and operational excellence while minimizing operational and reputational risk.

What will you bring?

• Strong 2-4 Years experience in banking operations, with the ability to manage workflows, process transactions, and deliver high-quality customer outcomes.
• Excellent problem-solving, critical thinking, and decision-making skills, with a focus on accuracy, efficiency, and continuous improvement.
• Proven ability to analyze performance metrics, identify process improvement opportunities, and implement effective solutions.
• Strong stakeholder management and collaboration skills, with the ability to work effectively across onshore and offshore teams.
• Demonstrated experience in coaching, knowledge sharing, and supporting team development in a fast-paced environment.
• Sound understanding of banking products, processes, policies, risk, and compliance requirements, including card dispute processes.
• Excellent verbal and written communication skills, with the confidence to communicate effectively with customers and stakeholders through email, phone, and other communication channels.
• Strong customer focus, proficiency in Microsoft Office applications, and the ability to adapt to changing business and regulatory requirements.

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. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.

Job Posting End Date 03/09/2026, 11.59pm, (IST) Experience Level Mid Level