Operations Analyst - Customer Service and Process Management

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

  As an Operations Analyst, you will be responsible for managing key functions across customers via digital channels (over the phone, online and email) meeting the needs of customers. The role requires to handle requests for joining ANZ or applying for a bank account. Service and Join team is our 24X7 customer servicing team that supports the contact centre business in NZ across various processes. The teams operate around the clock and works in partnership with NZ having shared responsibilities with onshore counterparts. 

 

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: Bengaluru

Work Schedule : Flexible shifts

 

What will your day look like?

  As an Operations Analyst, your responsibilities will include :  

• Actively support process changes within team, recommend improvements and support change culture.
• Accurate recording of information in work tools, creates minimal rework for own/other team. Maintain customer service level agreements. 
• Ensure all customer authentication processes are adhered to, to keep our customer information and financial position safe.
• Keeping up to date with all communication regarding changes to bank policy and adhered to all standards.
• Liaise with stakeholders in a professional manner, assisting with all enquiries to finalisation and/or escalating within a timely manner.  Provide administrative support, including creation of correspondence material, to ensure customers are aware of their obligations and requirements to enable closure of cases.
• Completing all required documentation with no/minimal errors.  Providing appropriate verbal information to stakeholders. Sharing information and providing ongoing support and guidance to team members.

 

What will you bring?

 

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

 

• Strong Stakeholder Management & Negotiation and Influencing skills 
• Upto 3 years of experience in customer servicing
• Excellent communication skills both written and verbal 
• Flexible with shifts and weekend working
• Strong customer focus and skills and experience working in voice based process   

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 103229.

Job Posting End Date

16/03/2026 , 11.59pm, (IST)

Experience Level

Mid Level