Customer Service Operations Officer

About the Role

As a Customer Service Operations Officer, you will manage daily operations, workflows, reporting, and quality checks to ensure exceptional customer service and operational excellence. You will ensure timely and accurate processing of customer requests in line with service level agreements, policies, and compliance standards. Working closely with stakeholders, you will drive process improvements, support team development, and contribute to delivering efficient, high-quality outcomes while enhancing the overall customer experience.

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 Details

Role Type: Permanent, Full-time

Role Location: Bengaluru, India

Work Hours: 1:00 AM (IST) onwards, subject to daylight savings.

What will your day look like

• Manage daily workflows and operational activities to ensure service levels, quality standards, and business targets are consistently achieved.
• Process customer transactions, payments, and loan-related activities accurately and within agreed turnaround times.
• Deliver exceptional support to internal and external customers, ensuring a seamless and positive customer experience.
• Monitor performance, identify improvement opportunities, and recommend process enhancements to drive operational efficiency.
• Support team capability through knowledge sharing, coaching, and on-the-job training while collaborating with stakeholders across onshore and offshore teams.
• Ensure all activities comply with ANZ policies, risk frameworks, and regulatory requirements, maintaining high levels of accuracy and compliance.
• Actively contribute to a culture of continuous improvement, accountability, and operational excellence while minimizing operational and reputational risk.

What will you bring

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

• Strong 2-4 Years experience in banking operations, with the ability to manage workflows, process transactions, and deliver high-quality customer outcomes.
• Excellent problem-solving, critical thinking, and decision-making skills, with a focus on accuracy, efficiency, and continuous improvement.
• Proven ability to analyze performance metrics, identify process improvement opportunities, and implement effective solutions.
• Strong stakeholder management and collaboration skills, with the ability to work effectively across onshore and offshore teams.
• Demonstrated experience in coaching, knowledge sharing, and supporting team development in a fast-paced environment.
• Sound understanding of banking products, processes, policies, risk, and compliance requirements, including card dispute processes.
• Excellent verbal and written communication skills, with the confidence to communicate effectively with customers and stakeholders through email, phone, and other communication channels.
• Strong customer focus, proficiency in Microsoft Office applications, and the ability to adapt to changing business and regulatory requirements.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.