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 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

As a Senior Service Specialist - Client Services Centre AU, GCC in our Insto Ops, you are responsible for providing proactive and exceptional customer experience to ANZ's Platinum and Premium's High Value Institutional customers, through phone and digital channels. They will have an ability to look at each interaction through the customer’s lens and role model the Service Principles, to reduce customer effort and improve customer experience through the promotion of self service channels and education. They are proficient in all basic Transactional Banking products (Transactive Global, Transactive Trade, Account Support, DSS) and complex product enquiries (File Active), proactively manage cases to ensure these are completed on a priority basis, and be able to effectively manage customer and internal stakeholder expectations. 

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, Full-time
Role Location: Quezon City

What will your day look like?

As a Senior Service Specialist - Client Services Centre AU, GCC, you will:

• Identify continuous improvement techniques to resolve problems and improve customer experience or business outcomes.

• Execution of all work to a high standard, acting as a role model and setting the standard for junior Service Consultants in the team.

• Demonstrate a clear understanding of the cost of poor quality.

• Perform administrative functions including research, investigation and assessment at the direction of Line Manager.

• Proactively identifing cross skilling opportunities and participating in planning sessions with Team Leaders and Line Manager.

• Provide SME support to process and project initiatives.

What will you bring?

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

• Demonstrated experience in a Customer Contact Centre servicing Insitutional Customers

• Comprehensive  knowledge of all standard and some complex PCM Transaction Banking Payables & Receivables products that the IOA Customer Service Centre support

• Demonstrated Influencing, negotiation and conflict management skills

• High level of technical skills (PC's, Avaya IP, MPhone,  Config Manager, Microsoft Office 2010)

• Cash TB end to end processes and supported products, services and channels, including but not limited to FileActive, Transactive Global, CACHE Acount Support and  Trade

• Detail oriented, quality focused and risk aware.

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 provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world.  Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong. 

We provide our people with a range of benefits including access to health and wellbeing services.  We also have flexible working options so that our people can 'make work, work for them'.

We welcome applications from everyone and encourage you to 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, 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 85220.

Job Posting End Date

23/01/2025 , 11.59pm, (Melbourne Australia)