Senior Client Services Lead - Institutional Banking

ANZ Global Services and Operations (Manila), Inc; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Health and wellbeing services

Flexible working options

Job summary

ANZ Global Services and Operations (Manila), Inc. seeks a Senior Service Specialist in Institutional Operations. You will manage the customer journey from first contact to resolution for Platinum and Premium High Value Institutional clients, mainly via phone and digital channels.

You will handle complex transactions, maintain strong customer focus, and collaborate with product specialists to ensure a seamless service experience. A permanent role with day shifts in Makati/ Quezon City is offered.

Qualifications

• Experience in a Customer Contact Centre servicing Institutional Customers.
• Comprehensive knowledge of PCM Transaction Banking Payables & Receivables products.
• Understanding of Cash TB end-to-end processes and supported products and channels.
• High level of technical skills (PCs, Avaya IP, MPhone, Config Manager, MS Office).
• Strong customer focus and interpersonal communication skills.
• Demonstrated influencing, negotiation and conflict management abilities.
• Attention to detail and risk awareness.

Responsibilities

• Provide guidance and assist team members with difficult customer scenarios.
• Maintain high standards of service and role-model junior team members.
• Support process and project initiatives as SME.
• Act as back-up to Banks and Government Customer Segments.
• Own customer concerns and escalate to resolve issues promptly.
• Collaborate with Service Delivery and product specialists for a One Team approach.
• Identify opportunities to improve customer experience and business outcomes.

Skills

Customer contact centre experience

PCM Transaction Banking know-how

Cash TB end-to-end processes

Technical skills (PCs, Avaya IP, M/Ph,

Communication and interpersonal skills

Attention to detail and risk awareness

Influencing and negotiation skills

Tools

Avaya IP

MPhone

Config Manager

Microsoft Office 2010

Job description

ANZ Global Services and Operations (Manila), Inc. seeks a Senior Service Specialist in Institutional Operations. You will manage the customer journey from first contact to resolution for Platinum and Premium High Value Institutional clients, mainly via phone and digital channels.

You will handle complex transactions, maintain strong customer focus, and collaborate with product specialists to ensure a seamless service experience. A permanent role with day shifts in Makati/ Quezon City is offered.