Customer Service Operations Officer

Customer Service Operations Officer 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 In the role of Customer Service Operations Officer , you will be responsible for achieving daily targets and delivering high-quality customer service. The role involves managing workflows, reporting, and quality checks to ensure accurate and timely processing of tasks in line with Service Level Agreements (SLAs) and company policies. The analyst ensures the highest level of customer support for both internal and external stakeholders, including adherence to handoff procedures. Additionally, the role focuses on maintaining operational excellence through process compliance, performance monitoring, and quality standards. The individual also supports team development through training initiatives and collaborates with stakeholders to ensure efficient and effective service delivery. Role Type: Permanent, Full-time Role Location: Bengaluru, India Work Hours: Rotational Shift What will your day look like? As a Customer Service Operations Officer , you will: Drive the achievement of financial targets for ANZ & NZ Operations while ensuring accurate and timely allocation of payments, transactions, and loan processing in line with policies. Deliver exceptional customer service by adhering to Service Level Agreements (SLAs), including proper handoff procedures, and supporting both internal and external stakeholders. Ensure operational accuracy and efficiency by maintaining high standards in transaction processing to minimize risks and errors. Identify opportunities for process improvement and recommend initiatives to enhance performance, productivity, and efficiency. Support team capability by assisting with on-the-job training, knowledge sharing, and acting as a backup for the Production Lead when required. Collaborate effectively with onshore and offshore teams to meet and exceed customer expectations. Ensure strict adherence to risk, compliance, and behavioral policies, maintaining 100% compliance and minimizing operational and reputational risks. What will you bring? To grow and be successful in this role, you will ideally bring the following: Strong people management skills with the ability to lead, coach, and develop high-performing teams to achieve business goals. Strong understanding of Card Disputes processes for New Zealand Business Excellent collaboration and stakeholder management skills, with the ability to work effectively across teams. Proven ability to manage workflows and handle processing tasks efficiently with a high level of accuracy. Strong problem-solving, critical thinking, and decision-making capabilities to address complex situations. Effective planning, organizational, and time management skills, with the ability to follow through on complex enquiries. Good understanding of banking products, processes, and systems, with the ability to quickly learn business policies and procedures. Demonstrated experience in driving process improvements, analyzing performance metrics, and implementing changes to enhance productivity, reduce costs, and improve service quality, along with excellent communication skills. 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 117455. Job Posting End Date 23/06/2026, 11.59pm, (IST) Experience Level Senior Level