Banking Operations Analyst

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 millions of customers.

About the Role

The Banking Operations Analyst perform Transaction Services functions in line with ANZ, legal and regulatory requirements. The Complaints Indexing Executive is responsible for accurately categorizing and indexing customer complaints received through various channels. This role ensures that complaints are properly logged, tagged, and routed to the appropriate teams for resolution, enabling efficient tracking, analysis, and reporting. 

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: Bangalore
Work Hours: Early Morning Shift

What will your day look like?

As a Banking Operations Analyst, you will:

• Review and assess incoming customer complaints to ensure they are complete and clearly articulated
• Categorize complaints accurately using predefined frameworks (e.g., product, service, billing, delivery)
• Assign relevant tags and metadata to enable efficient tracking, retrieval, and reporting
• Ensure timely and precise entry of complaint details into the Complaint Management Operating System (CMOS)
• Work collaboratively with customer service, legal, and compliance teams to facilitate appropriate routing and escalation
• Uphold data integrity and maintain strict confidentiality when handling sensitive customer information
• Identify patterns and recurring issues, highlighting them for further analysis and improvement
• Support the creation of periodic reports on complaint volumes, categories, and resolution timelines

What will you bring?

To succeed in this role, you will ideally have:

• A bachelor’s degree in business administration, Communications, or a related field (preferred)
• Prior experience in data entry, customer service, or handling customer complaints
• Strong attention to detail along with excellent organizational skills
• Proficiency in MS Office, with familiarity in CRM or complaint management systems
• Excellent written and verbal communication abilities
• The ability to work independently and manage time effectively

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 is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong. 

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

We want to continue building a diverse workplace and welcome applications from everyone. Please 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 or access requirements, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 118059.