Job Description

Your role as an Analyst - Service Enablement in our Banker Digital Experience (BDX) tribe will be to provide subject matter expertise and guidance to a partner-based Managed Run team for the assets supported by your squad. With your deep understanding of the business and technology stack of the BDX Tribe, you will be a key go-to person for the Managed Run team to enable their day-to-day activities. Your role is to enable the Managed Run team to pursue their mission, by guiding them on "how" the work should be completed in accordance with ANZ standards and requirements. You will work collaboratively with the Managed Run team and other squads to drive the right solutions for bankers and customers. And you will provide on the ground oversight of Managed Run performance and effectiveness with a focus on continuous improvement. Banking is changing and we re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you ll be building your future, while helping to build ours. Role Type: Permanent Role Location: Manyata Tech Park, Bengaluru Work Hours: Regular with Hybrid work model About the Tribe The BDX Tribes mission is to optimise tools and experiences that empower bankers to deliver great service to our customers to enhance their financial wellbeing. The Tribe operates a Managed Run model whereby a strategic delivery partner is responsible for running the Tribe s assets, with the Tribe remaining accountable for the assets. The role of the BDX Service Enablement Product Area is to support specialisation and excellence in the Service Management discipline, evolving BDX s delivery of asset stability, performance, and reliability. The purpose, and number one priority, of the Service Enablement squads is to work closely day to day with the Managed Run team to enable the Managed Run team to deliver stable and reliable services to bankers and customers. The Service Enablement squads work closely with the Managed Run team to provide prioritisation and key subject matter expertise regarding the Tribe s assets and ANZ eco-system. They act as the glue between the Managed Run team and the Tribe Feature Squads. What will your day look like As an Analyst - Service Enablement, your mission is to use your subject matter expertise to support the Managed Run team members in executing their day-to-day responsibility for running the Tribes assets to ensure ongoing performance and reliability for bankers and customers. You will also partner with multiple third-party vendors You will: Provide ongoing asset business SME support for the Managed Run team, including any residual knowledge transfer and gaps Monitor SLAs at a working level, i.e. intra-day, intra-week performance of the Managed Run team Provide SME support to Managed Run team in relation to the ANZ business ecosystem Ensure Managed Run team s adherence with hygiene factors including queue management, tickets maintenance and incident management Assist Service Enablement Product Owner with Managed Run team management Maintain vendor relationships and monitor performance for third party SaaS applications Monitor and manage operational contract compliance of vendor services to ensure all asset health requirements are met Risk management through understanding, remediating and analysing controls for all services in the squad, and through driving uplift of change processes to align to ADF Collaborate with feature delivery teams to facilitate the smooth service transition to production Contribute to impact assessment and scoping process for incoming work What will you bring The must have knowledge, skill and experience (KSE) the role requires are: An understanding of contact centre operations and technology Experience in service support, incident management, change management, service delivery Experience in working with vendors, overseeing performance and supporting operational contract governance Foundational understanding of APIs Experience working with SaaS applications Confident communication and presentation skills Stakeholder engagement skills Good to have knowledge, skills and experiences: ANZ experience Understanding and working experiences in Agile and Agile Methodologies Influencing and coaching skills Partner management experience System/SLA performance monitoring and analysis