Customer Operations Manager

Institutional
At ANZ, were 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.

We are seeking a highly skilled and motivated Operations Manager to join the Payments Processing team. The successful candidate will be responsible for overseeing daily operations, implementing strategies for efficiencies, spearheading projects, compliance with regulatory requirements and ensuring smooth running of the Pacific and PNG processing team. The role also plays critical role in working closely with country and product owners to make strategic changes and initiate suggestions in line with payments strategy. Improving our processing abilities by enhancing STP, reducing breaks, maintaining quality to improve customer experience, reduce overall business unit and operational cost are important requirements of this role. The ability to build relationships and networks is essential to achieve this outcome. Deep analytical and problem-solving skills are required along with attention to detail to highlight anomalies which requires immediate escalation to minimise customer impact.

The role should be able to quantify planning and deliverables, analyse the business metrics, derive patterns, and strategize based on the metrics. Expectation is also on setting Objectives, Train, Mentor, motivate teams and accountability for overall delivery and support the GCC strategy.

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 Location: Bengaluru

Role Type: Permanent, Fulltime

• Lead and manage the payment processing team, providing guidance, training, and performance evaluations.

• Allocate resources effectively to ensure smooth daily operations.

• Oversee the daily processing of various payment types, including wire transfers, ACH, cheque, and card payments.

• Ensure all transactions are processed accurately and within established timeframes.

• Ensure compliance with federal, state, and industry regulations, including AML and KYC requirements.

• Implement and monitor risk management practices to mitigate potential fraud and operational risks.

• Continuously evaluate and improve payment processing workflows to enhance efficiency and reduce costs.

• Implement automation and technology solutions to streamline operations.

• Resolve complex payment-related issues and inquiries from internal and external customers.

• Work closely with the customer service team to ensure high levels of customer satisfaction.

• Prepare and present regular reports on payment processing performance, trends, and areas for improvement.

• Analyze transaction data to identify patterns and opportunities for process enhancements.

• Collaborate with other departments such as IT, Compliance, Recons and Servicing to ensure cohesive operations.

• Communicate effectively with senior management and stakeholders regarding payment processing activities and issues.

• Drive Speak-up culture and Risk mindset.

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

• Requires 8 years of experience in payments domain (SWIFT/ISO20022) with minimum of 4 years of experience in people management.

• Enjoys working in a collaborative team environment.

• Ability to multi-task, highly adaptable to change and ambiguity.

• Proactive, shows initiative and keen to try new things i.e. new technologies

• Understanding of Payments / Recs systems, channels, and processes eg: GPP, GCP, TLM, ATS, AMH, Midanz, Beamnet.

• In-depth knowledge of managing change with business analysis tasks, highly skilled and experienced in requirements gathering skills.

• Detailed understanding of transaction lifecycle, project management lifecycles, disciplines, and procedures

• Experience on change management (managing industry/technology changes) is an advantage.

• Strong awareness of required risks and controls in an operational environment

• Solution focussed approach to manage enquiries and satisfy customers expectations.

• In-depth understanding of regulatory requirements related to payment processing.

• Excellent leadership and team management skills.

• Strong analytical and problem-solving abilities.

• Exceptional communication and interpersonal skills.

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.

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 banks largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the banks 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. Were 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 82947.

06/12/2024 , 11.59pm, (Melbourne Australia)