Senior Service Specialist - Client Services Centre AU, GCC

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

Senior Service Specialist - Client Services Centre AU, GCC

Req ID:121714

Department:GO - Insto Operations Payments & Cash

Division:Group Operations

Location:Makati City

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 Service Specialist in Institutional Operations, you’ll play a key role in providing proactive and exceptional customer experience to ANZ's Platinum and Premium's High Value Institutional customers, through phone and digital channels. This includes taking full ownership of the customer journey—from initial contact to resolution—while ensuring a seamless and exceptional customer experience.

You will demonstrate strong customer focus, high professional integrity, reliability, and the ability to work productively with minimal supervision. You are expected to be proficient across core and complex Transactional Banking products, including Transactive Global, Transactive Trade, DSS, Account Support, and FileActive, and manage cases in a timely, accurate, and customer‑centric manner to effectively meet customer needs and manage internal stakeholder expectations.

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: Solaris One Building, Makati City or MDC 100 Building, E. Rodriguez Jr. Avenue, Corner Eastwood Avenue, 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)

** Multiple opportunities available

What will your day look like?

As a Senior Service Specialist, you will:

• Provide guidance and assist team members and the wider business with difficult customer scenarios
• Execute all work to a high standard, acting as a role model and setting the standard for junior Service Consultants in the team.
• Provide SME support to process and project initiatives.
• Serve as back up to Banks and Government Customer Segments
• Take accountability and place the customer at the centre of everything you do; Constantly aspire to improve service interactions and proactively take inbound customer phone calls
• Take ownership of internal & external customer concerns, complaints, escalations & fast tracks by following the Service Delivery process to ensure issues are captured and resolved in a timely manner.
• Work collaboratively with the Service Delivery team as well as product specialists in order to ensure a "One Team" approach to benefit our customers
• Detect customer retention indicators and initiate actions to resolve or elevate as appropriate.
• Be a reliable source of information to all external and internal customers.
• Identify continuous improvement techniques to resolve problems and improve customer experience or business outcomes.
• Perform administrative functions including research, investigation and assessment at the direction of Line Manager.
• Proactively identify cross skilling opportunities and participate in planning sessions with Team Leaders and Line Manager.
• Build and maintain good collaborative working relationships with all team members, stakeholders and the broader business.
• Ensure that all incidents raised are logged in the appropriate systems within required timeframes and mitigate actions taken.
• Follow business unit processes to confirm the identity of new and existing customers and report suspicious customer behaviour, for example money laundering and fraud.

What will you bring?

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

• Experience in a Customer Contact Centre servicing Insitutional 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 Acount Support and Trade
• High level of technical skills (PC's, Avaya IP, MPhone, Config Manager, Microsoft Office 2010)
• Demonstrated influencing, negotiation and conflict management skills
• Strong customer focus and interpersonal communication skills
• 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.

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 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.

Job Posting End Date

16/09/2026, 11.59pm, (Melbourne Australia)