Operations Analyst

ANZ; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

ANZ in Bengaluru is seeking an Operations Analyst to manage key customer servicing functions across digital channels, including joining requests and bank account applications. This permanent role supports the 24x7 contact centre operations in coordination with NZ onshore teams.

Role focuses on accurate data handling, strong communication, and a customer-centric approach to ensure compliant, timely service across channels while maintaining policy standards.

Qualifications

• Minimum 1-2 years of experience in customer servicing.
• Excellent communication skills both written and verbal.
• Flexible with shifts and weekend working.
• Strong customer focus and experience working in voice based process.
• Accuracy and attention to detail.
• Strong customer ethics to provide quality and timely customer service.

Responsibilities

• 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.

Skills

Excellent communication

Customer focus

Attention to detail

Job description

Job Summary

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.

Role Type: Permanent

Role Location: Bengaluru

Work Schedule: Early Morning Shift

What will your day look like

• 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 and verbal
• Flexible with shifts and weekend working
• Strong customer focus and skills and experience working in voice based process
• 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.