Operations Analyst - Banking Customer Service

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 : Early Morning Shift 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: 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 Accuracy and attention to detail Strong customer ethics to provide quality and timely customer service 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? From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive. But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career. We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more. At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce. Kua wātea te katoa ki te tono. 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 an access requirement or disability, let us know how we can provide you with additional support. To find out more about working at ANZ visit https://www.anz.co.nz/careers/ .You can apply for this role by visiting ANZ Careers and searching for reference number 124615. Job Posting End Date 16/10/2026, 11.59pm, (Melbourne Australia)