Job
Description
About Us At ANZ, were shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our customers. Our Institutional bank helps our largest customers move trade and capital around the region, providing our people with great opportunities to build their technical expertise and their careers. About the Role This role supports the Operations Manager - ACM GCC in delivering the BAU (Business as Usual) Customer Outreach Day 2 Product and Channel Maintenance strategy for Institutional Australia, specifically across PCM (Payments Cash Management) and Wholesale Digital. Key areas of responsibility (excluding South Australia and NSW Government accounts) include: Managing sensitive or high-profile customer requests (e.g., Peter Lee ) Handling novations, complex products, and MA-related requests Supporting the review and operationalisation of exceptions and non-standard arrangements (in partnership with the Manager - TB Enablement (Complex)) Managing escalations and incident handling involving TB Enablement engagement. Role Type : Permanent Role Location : Bangalore What will your day look like In this role, you ll play a crucial part in: Enhancing the day-to-day banking experience for Institutional customers Supporting a clear and well-understood product and channel maintenance model Helping accelerate revenue realization through reduced time to onboard and maintain customer relationships Ensuring escalations are resolved within 24 hours of being raised (preferably same-day) You ll collaborate with a diverse group of stakeholders including product teams, KYC teams, digital channels, operations, and Institutional and Commercial sales areas. Strong engagement with external customer contacts (e.g., COOs, CFOs, Finance teams) is also essential to understanding and delivering on expectation What will you bring To grow and be successful in this role, you will ideally bring the following: 5+ years of experience in financial services, operations, or customer service roles Experience in or strong desire to provide world-class service Demonstrated accountability, ownership, and follow-through Excellent time management and organisational skills Deep understanding of Cash Servicing processes, products, services, and channels Strong communication (both verbal and written) and influencing abilities Proven customer-centric mindset and ability to deliver in complex, evolving environments Track record of solving problems with sound judgment, critical thinking, and innovative approaches Technical expertise in managing/operationalising non-standard product/channel requirements In-depth understanding of Australian KYC (AML/CTF legislation) and its practical application Experience working directly with customers to resolve complex or bespoke requests Familiarity with key banking systems such as SEIBEL, GOLDTIER, CACHE, ORION, MIDANZ Strong computer literacy Ability to build strong internal and external relationships across all levels Curiosity and an inquisitive mindset to probe and investigate to resolution Exposure to or experience in change management, business improvement, and coaching on voice and communication. So why join us 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 banks largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the banks 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. Were proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong. 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. To find out more about working at ANZ visit https://www.anz.com/careers/ . You can apply for this role by visiting ANZ Careers and searching for reference number 98036 Job Posting End Date 17/06/2025 , 11.59pm, (Melbourne Australia)
