Customer Service Operations Officer

About the role

The Customer Service Operations Officer will support ANZ's New Zealand Personal Banking division from our Bengaluru centre. You will ensure that daily financial targets are met while delivering high‑quality service to both internal and external customers, adhering to strict Service Level Agreements and compliance standards.

Key responsibilities

• Achieve financial targets by accurately allocating payments, processing transactions and handling loan settlements in line with ANZ policies.
• Maintain SLA compliance through timely hand‑offs, monitoring performance metrics and conducting quality checks.
• Identify and recommend process‑improvement initiatives to boost productivity and reduce operational risk.
• Provide on‑the‑job training, share knowledge and act as a backup for the Production Lead when required.
• Collaborate with on‑shore and off‑shore teams to ensure seamless service delivery.
• Uphold 100% compliance with risk, regulatory and behavioural policies.

Required profile

• Strong understanding of home‑loan settlement processes for New Zealand business.
• Proven ability to manage workflows and processing tasks with high accuracy.
• Excellent problem‑solving, critical‑thinking and analytical skills.
• Ability to work in a rotational shift schedule and adapt to a fast‑paced environment.

Required skills