Senior Officer - Client Services

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

As a Senior Officer within Institutional Operations, you will play a pivotal role in delivering proactive, high‑quality customer service to the ANZ’s Platinum and Premium High‑Value Institutional clients across phone and digital channels. You will be expected to approach every interaction from the customer’s perspective, consistently role‑model the Bank’s Service Principles, and help reduce customer effort by promoting and educating clients on self‑service solutions.

In this role, you will maintain strong proficiency across all core Transactional Banking products—including Transactive Global, Transactive Trade, Account Support, and DSS. You will also be responsible for managing cases end‑to‑end, ensuring timely resolution based on priority, and effectively setting and managing expectations with both customers and internal stakeholders.

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: 30F MDC 100 Building, Quezon City
Work Hours:This is aday‑shift roleoperating within the following windows:

• DST period:4:00 AM to 5:00 PM (Manila)

• Non‑DST period:5:00 AM to 6:00 PM (Manila)

As a Senior Officer, you will:

• Provide guidance and assist team members and the wider business with difficult customer scenarios

• Support the need for change and champion this across the CSC and wider business

• Respond to customer queries across the Platinum Plus & Premium customer segments on products: Transactive Global, Transactive Trade, Account Support and DSS.

• Work efficiently and flexibly within the day to deliver required outcomes.

• Proactively identify customer contact trends and recommend process improvements that add value to both customers and the bank.

• Detect customer retention risks and take appropriate action to resolve or esc...

• Serve as a reliable and accurate source of information for both internal and external customers.

• Take ownership of customer concerns, complaints, escalations, and fast tracks by following the Service Delivery process to ensure timely resolution.

• Perform administrative activities—including research, investigation, and assessment—as directed by the Line Manager.

• Identify cross‑skilling opportunities and participate in planning sessions with Team Leaders and the Line Manager.

• Provide subject matter expertise to support process enhancements and project initiatives.

• Maintain and apply all required role accreditations (e.g., FSR, QTS, FTRA, CAD).

• Ensure all incidents are logged within required timeframes and that appropriate mitigation actions are taken.

• Follow business unit processes for verifying customer identity and report any suspicious behaviour, including potential fraud or money laundering.

• Build and maintain strong collaborative relationships with team members, stakeholders, and the broader business.

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

• Experience in a Customer Contact Centre servicing Institutional customers

• Comprehensive knowledge of all standard and some complex PCM Transaction Banking Payables & Receivables products that the IOA Customer Service Centre support

• Understanding of Cash TB end‑to‑end processes and supported products, services and channels, including but not limited to FileActive, Transactive Global, CACHE Account Support and Trade

• High level of technical skills (PC's, Avaya IP, MPhone,Config Manager, Microsoft Office 2010)

• Excellent attention to detail, a quality‑focused mindset, and a high level of risk awareness

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.