Operations Analyst

Australia and New Zealand Banking Group Limited; Bengaluru; Hybrid; INR 420,000 - 660,000; Full time

Benefits offered by this job

Hybrid work model

Health and wellbeing services

Job summary

Australia and New Zealand Banking Group Limited (ANZ) Bengaluru operations is seeking an Operations Analyst to support customer servicing across channels including phone, online and email. The role involves handling join and account opening requests, and supporting a 24x7 contact centre operation in partnership with NZ counterparts.

You will contribute to process improvements, maintain data accuracy, and ensure adherence to authentication and policy changes while providing timely, professional

Qualifications

• 1–2 years of experience in customer servicing.
• Excellent written and verbal communication.
• Flexible with shifts and weekends.

Responsibilities

• Actively support process changes within the team and recommend improvements.
• Accurate recording of information in work tools and maintain service levels.
• Ensure authentication processes are followed to protect customer data and financials.
• Keep up to date with bank policy changes and adhere to standards.
• Liaise with stakeholders professionally and provide timely support and escalation.
• Prepare correspondence and documentation to inform customers of obligations.

Skills

Customer service

Communication

Shift flexibility

Attention to detail

Verbal communication

Job description

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Operations Analyst

Department: NZ Personal Banking Customer Service 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.

About the Role

As an Operations Analyst, you will be responsible for managing key functions across customers via digital channels (over the phone, online and email) meeting the needs of customers. The role requires to handle requests for joining ANZ or applying for a bank account. Service and Join 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 works in partnership with NZ having shared responsibilities with onshore counterparts.

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.

Work Schedule :Early Morning Shift

What will your day look like?

As an Operations Analyst, your responsibilities will include :

• Actively support process changes within team, recommend improvements and support change culture.
• Accurate recording of information in work tools, creates minimal rework for own/other team. Maintain customer service level agreements.
• Ensure all customer authentication processes are adhered to, to keep our customer information and financial position safe.
• Keeping up to date with all communication regarding changes to bank policy and adhered to all standards.
• Liaise with stakeholders in a professional manner, assisting with all enquiries to finalisation and/or escalating within a timely manner. Provide administrative support, including creation of correspondence material, to ensure customers are aware of their obligations and requirements to enable closure of cases.
• Completing all required documentation with no/minimal errors. Providing appropriate verbal information to stakeholders. Sharing information and providing ongoing support and guidance to team members.

What will you bring?

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

• Minimum 1-2 years of experience in customer servicing
• Excellent communication skills both written andverbal
• Flexible with shiftsand weekend working
• Strong customer focusand skills and experience working invoice basedprocess
• Accuracy and attention to detail
• Strong customer ethics to provide quality and timely customer service

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

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.