Senior Client Services Officer (Cantonese-speaking)

Australia and New Zealand Banking Group Limited; Makati; Hybrid; PHP 949,000 - 1,283,000; Full time

Job summary

Australia and New Zealand Banking Group Limited (ANZ) is seeking a Senior Client Services Officer to deliver high-quality service to Tier 1 clients, resolve queries promptly and own complex scenarios. You will support peers to maintain service excellence and contribute to strong client outcomes.

Based in Makati, this permanent full-time role sits in Transaction Banking – Payment & Cash Operations and requires deep subject matter expertise, proactive engagement, and a collaborative approach to

Qualifications

• Proven client service excellence in financial services.
• Experience in transaction banking, payments and cash products.
• Excellent written and verbal communication.
• Proficient in Cantonese and English.
• Strong stakeholder relationship building.
• Strong problem solving and continuous improvement mindset.
• Ability to coach and guide junior team members.

Responsibilities

• Resolve complex client queries and manage service recovery cases.
• Manage a portfolio of clients with accountability for service and performance.
• Identify trends and implement improvements to service quality.
• Promote self-service adoption through proactive client engagement.
• Coach and support team members to strengthen service delivery.
• Support line manager with reporting and SLA QA.

Skills

Client service

Transaction banking

Communication skills

Cantonese & English

Stakeholder management

Problem solving

Team coaching

Job description

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 customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers.

About the Role

As a Senior Client Services Officer, you will provide high-quality service to Tier 1 clients, ensuring customer queries are resolved promptly and effectively, often at first contact. You will take ownership of more complex client situations and support your peers in delivering consistent service excellence.

This role sits within Transaction Banking – Payment & Cash Operations and contributes to improving service performance, supporting revenue retention, and increasing customer adoption of self-service solutions. This position requires deep subject matter expertise and 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 location: Solaris One, Makati
Role Type: Permanent, Full-time
Schedule: Dayshift
Work arrangement: Hybrid

What will your day look like?

In this role, you will:

• Resolve complex client queries and manage service recovery cases to deliver timely and effective outcomes
• Manage a portfolio of clients, ensuring accountability for service and operational performance
• Identify trends and implement improvements to enhance service quality and efficiency
• Promote and support the adoption of self-service solutions through proactive client engagement
• Coach and support team members to strengthen service delivery and knowledge
• Support Line manager on submitting reports and monitoring SLAs , QA

What will you bring?

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

• Strong client service skills, with the ability to manage complex customer situations
• Experience in transaction banking, particularly payments and cash products
• Excellent communication skills, both written and verbal
• Proficiency in spoken and written Cantonese and English
• Proven ability to build relationships and collaborate with stakeholders
• Strong problem-solving skills and focus on continuous improvement
• Ability to support and guide team members in achieving service excellence

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 provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manila plays a critical role in executing our strategy and in delivering what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.

We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.

We welcome applications from everyone and encourage you to 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, let us know how we can provide you with additional support.