Senior Institutional Client Services Specialist

ANZ Global Services and Operations (Manila), Inc; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

ANZ Global Services and Operations (Manila), Inc. seeks a Senior Officer in Institutional Operations to deliver proactive customer service to Platinum and Premium High‑Value Institutional clients across phone and digital channels.

You will model the Bank’s Service Principles and promote self‑service solutions. You will manage cases end‑to‑end, maintain proficiency across core Transactional Banking products, and coordinate with internal stakeholders.

Qualifications

• Experience in a Customer Contact Centre servicing Institutional customers.
• Comprehensive knowledge of PCM Transaction Banking Payables & Receivables products and IOA support.
• Understanding of cash end‑to‑end processes and supported products (e.g., Transactive Global, Transactive Trade, Trade).
• High level of technical skills (PCs, Avaya IP, MPhone, Config Manager, MS Office).
• Excellent attention to detail, risk awareness and accuracy.

Responsibilities

• Provide guidance and assist team members with difficult customer scenarios.
• Support change initiatives across the CSC and wider business.
• Respond to queries across Platinum Plus & Premium segments on listed products.
• Work to deliver required outcomes within day‑shift hours.
• Identify trends and suggest process improvements for customers and the bank.
• Log incidents and follow the Service Delivery process for timely resolution.
• Perform administrative activities as directed by the Line Manager.
• Support process enhancements and project initiatives.

Skills

Customer contact centre experience

Institutional banking knowledge

Attention to detail

Risk awareness

Collaboration

Tools

Avaya IP

Microsoft Office 2010

Config Manager

MPhone

Job description

ANZ Global Services and Operations (Manila), Inc. seeks a Senior Officer in Institutional Operations to deliver proactive customer service to Platinum and Premium High‑Value Institutional clients across phone and digital channels.

You will model the Bank’s Service Principles and promote self‑service solutions. You will manage cases end‑to‑end, maintain proficiency across core Transactional Banking products, and coordinate with internal stakeholders.