Operations Analyst

Title: Operations Analyst

Location: Bangalore United States

Job Description:

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

This position is responsible for managing the key functions across Digital service function

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.

The role requires to handle requests for joining ANZ or applying for a bank account resident or migrant to NZ. Does not need to provide advice and therefore not required to be nominated representative.

To provide exceptional customer experience via digital channels (over the phone, online and email) meeting the needs of customers. The outcomes are to be achieved through living the ANZ Values, being competent bankers, and with outputs being well managed and customer oriented.

In addition, it will also be expected that this role undertakes some up skilling and cross skilling into other functions to maximise operational capability to establish First Contact Resolution and be flexible to work 24/7 roster.

Role Type: Permanent

Role Location: Bangalore

Work Hours: Night shifts

What will your day look like?

As an Operation Analyst, you will:

• 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.

• Provide a high level of customer service to customers

• Provide accurate and up to date information on all enquiries

• Provide any written concerns from customers to supervisor/manager - escalation of stakeholders' concerns appropriately

• 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.

• To be able to comply with customer identification process and AML obligations

• Accurate recording of information in work tools, creates minimal rework for own/other team. Maintain customer service level agreements.

• Be a digital advocate

• Demonstrate sound knowledge of the bank's digital solutions, the ability to problem solve and educate customers.

What will you bring?

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

• Should be graduate in accounts/ finance/ management. MBA Fresher or 1- 2 years of exp in baking operations.
• Should be flexible with night shifts
• Shoul dbe flexible working on weekends
• Sound communication skills (written and verbal))
• High level of resilience across various systems
• Strong Stakeholder Management & Negotiation and Influencing skills
• Understanding Digital business
• Excellent communication skills both written and oral
• Strong customer ethics to provide quality and timely customer service
• Accuracy and attention to detail
• Concern for Quality and Standards
• A positive attitude and willingness to contribute to the successful team environment

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? (Bengaluru GCC)

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.