Senior Operations Analyst

Role Purpose

The Senior Analyst is responsible for ensuring the delivery of Daily targets and customer service in ANZ India, via robust learning and development frameworks. Key responsibilities include - managing workflows, associated reporting and quality checks. Ensure timely and accurate processing of work for both internal and external customers in line with expectations and within the agreed criteria set out in Service Level agreements and established policies. 

Banking is changing and were changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, youll be building your future, while helping to build ours.

Role Type: Permanent

Role & responsibilities

• Ensure that both the bank and its clients are protected from errors that may result in a financial loss or reputation loss to both parties.
• Follow up where necessary to meet customer needs
• Resolve Disputes in a timely and effective manner with an aim to assist customer and provide accurate information the first time
• Work with Internal Customers (Fraud Collections) and NZ Disputes team to ensure knowledge sharing and industry knowledge is maintained
• Focus on improving the communication process to reduce Customer complaints resulting from Disputed Transaction process
• Provide any written concerns from customers to TL/Manager together with proposed solutions.
• Ensure internal service level agreements are met through meeting individual set targets.
• Ensure all functions performed meet banking and compliance guidelines.
• Ensure all customer correspondence is clear and concise with correct spelling and grammar.
• High quality of work and taking ownership to resolve any customer queries and complaints efficiently and effectively.
• Seek to understand transaction services team functions.
• Conducts checks before processing, ensuring all documents details are accurate, verifies transactions.
• Work completed within Banks set policies, procedures and standards and able to apply business knowledge in daily work.
• Strong ability to guide employees towards goal achievement.

Preferred candidate profile

• Minimum 1.5+ years of relevant experience, preferably in banking or financial services.
• Proven people management skills with experience in coaching and developing high-performing teams.
• Strong collaboration and stakeholder engagement abilities.
• Demonstrated expertise in managing workflows, processing tasks, and resolving complex enquiries.
• Excellent problem-solving, critical thinking, and decision-making capabilities.
• Solid understanding of card disputes processes, especially for New Zealand business, and banking products/procedures.
• Strong communication, planning, and time management skills, with adaptability to change and continuous improvement mindset.