Operations Analyst - Customer Service Operations

About the role

ANZ is hiring an Operations Analyst in Bengaluru for its New Zealand Personal Banking Customer Service Operations division. The analyst manages key functions across customers through digital channels (phone, online and email), handling requests to join ANZ or apply for a bank account. The role sits in a 24x7 customer service team supporting the contact centre business in New Zealand, working alongside onshore counterparts.

Key responsibilities

• Support process changes in the team, recommend improvements and help build a culture of change.
• Record information accurately in work tools to minimise rework.
• Maintain customer service level agreements.
• Ensure customer authentication processes are followed to protect customer information and financial position.
• Stay up to date with changes to bank policy and adhere to all standards.
• Liaise professionally with stakeholders, helping to resolve or escalate enquiries in a timely way.
• Provide administrative support, such as drafting correspondence, so customers understand their obligations and cases can close.
• Complete required documentation with minimal errors and give clear verbal information to stakeholders.
• Share information and give ongoing support and guidance to team members.

Required profile

• Ideally 1-2 years of experience in customer servicing.
• Excellent written and verbal communication skills.
• Flexible with shifts and weekend working; early morning shift.
• Strong customer focus and experience in voice-based processes.
• Accuracy and attention to detail, and strong customer ethics.

Applicants do not need to meet every requirement; a growth mindset is valued. The posting is permanent and ends on 10 November 2026; applications are made through the ANZ careers site using reference number 127401.