Operations Analyst – Customer Service Operations

About the role

As an Operations Analyst you will manage key customer functions across digital channels, handling requests to join ANZ or open bank accounts. You will work within the 24‑hour Service and Join team supporting New Zealand contact‑centre operations.

Key responsibilities

• Support process changes, recommend improvements and foster a change‑positive culture.
• Accurately record information in work tools to minimise rework.
• Maintain customer service level agreements and ensure authentication processes are followed.
• Liaise with stakeholders, handle enquiries, and escalate issues promptly.
• Provide administrative support, create correspondence, and ensure customers understand their obligations.

Required profile

• Excellent written and verbal communication skills.
• Flexibility to work early‑morning shifts, weekends and varied schedules.
• Strong customer focus with experience in voice‑based processes.
• High accuracy, attention to detail and strong ethics in customer service.

What we offer

• Flexible working arrangements to help balance work and life.
• Access to wellbeing services and discounts on selected ANZ products.
• Opportunities for growth within a diverse and inclusive workplace.