Senior Service Specialist

Senior Service Specialist - Client Services Centre AU, GCC

Req ID: 96558

Department: Insto Ops Client Services

Division: Institutional

Location: Quezon City

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, 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: PermanentRole Location: MDC 100, Eastwood, Quezon CityWork Hours: Full-time, Dayshift

What will your day look like?

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

• Have a strong customer focus and interpersonal communication skills
• Operate effectively and work flexibly intra day to achieve objectives
• Provide guidance and assist team members and the wider business with difficult customer scenarios
• Support the need for change and champion this across the CSC and wider business
• Serve as back up to Banks and Government Customer Segments
• Have the skills, knowledge and ability and respond to customer queries across the Platinum Plus & Premium customer segments on products: Tranasactive Global, Transactive Trade, Account Support, DSS, and File Active.

What will you bring?

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

• 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.

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 Manila 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 You can apply for this role by visiting ANZ Careers and searching for reference number 96558.

Job Posting End Date

30/05/2025 , 11.59pm, (Melbourne Australia)