Customer Service Operations Officer

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About The Role

In the role of Customer Service Operations Officer, you will be responsible for ensuring the delivery of daily targets and high-quality customer service for ANZ India through robust learning and development frameworks.

You will manage workflows, reporting, and quality checks to ensure timely and accurate processing of work for both internal and external customers, in line with established Service Level Agreements (SLAs) and policies.

The role involves maintaining operational excellence by driving process adherence, monitoring performance metrics, and ensuring compliance with defined standards. You will also contribute to building team capability by supporting structured training initiatives and continuous improvement efforts.

Additionally, you will collaborate with stakeholders to ensure smooth service delivery, proactively address operational challenges, and uphold quality and efficiency in all processes.

Role Type: Permanent, Full-time

Role Location: Bengaluru, India

Work Hours: Rotational Shift

What will your day look like?

As a Customer Service Operations Officer , you will:

• Ensure accuracy and compliance in all processes to prevent financial or reputational risk, adhering to banking policies and regulatory standards.
• Deliver within defined SLAs by meeting targets and maintaining high-quality, customer-focused service.
• Conduct thorough pre-processing checks to verify document accuracy and ensure valid transactions.
• Communicate clearly with customers and stakeholders, escalating issues with recommended solutions when necessary.
• Identify process gaps and drive continuous improvement through standardization, efficiency initiatives, and tool enhancements.
• Support team effectiveness through collaboration, cross-training, knowledge sharing, and acting as a backup to the Production Lead when required.
  
  
  

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Strong understanding of multi-country and multi-entity financial operations
• Proficiency in MS Office tools, particularly Excel, for reporting and analysis
• Excellent verbal and written communication skills with the ability to engage effectively with stakeholders and customers
• Strong customer service orientation, ensuring timely and high-quality service delivery
• Good analytical and probing skills to identify issues and provide effective resolutions
• Ability to manage challenging situations with professionalism, while maintaining accuracy and attention to detail
• Strong focus on quality, compliance, and adherence to standards
• Positive attitude with a willingness to collaborate and contribute to team success and continuous improvement
  
  
  

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

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 bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's 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. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong.

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

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 117183.

Job Posting End Date

18/06/2026, 11.59pm, (IST)

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