Job Description

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 Contact Centre Service Consultant, you will be responsible for supporting key functions across the Digital Service function, providing high-quality, timely, and resilient operational and customer support across digital processes. You will help ensure seamless service delivery by responding to customer needs, supporting day-to-day digital operations, and working collaboratively with key stakeholders.

Through effective communication, timely resolution, and a strong customer-focused approach, you will contribute to positive customer outcomes and stakeholder satisfaction. You will also identify opportunities for continuous improvement, support operational excellence, and help enhance the overall customer experience while maintaining quality and consistency across all activities.

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: Bengaluru, India

Work Hours: Early morning rotational shifts, starting from 3:00 AM

What will your day look like?

As a Contact Centre Service Consultant, you will:

• Execute day-to-day digital service processes accurately and within agreed turnaround times, delivering quality customer outcomes.
• Support customer enquiries and transactional needs while maintaining compliance with policies, procedures, and quality standards.
• Collaborate with internal teams and stakeholders to resolve issues and ensure seamless service delivery.
• Identify process gaps and contribute to continuous improvement, automation, and digital adoption initiatives.
• Build knowledge across processes through continuous learning, cross-training, and knowledge sharing.
• Delivers quality interactions that resolve the initial inquiry and transactional need.
• Identify opportunities to introduce the customer to digital channels where appropriate or refer to the appropriate channel for other financial needs.

What will you bring?

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

• High level of resilience and adaptability across various systems and processes.
• Strong stakeholder management, negotiation, and influencing skills.
• Good understanding of digital business and the ability to drive continuous change.
• Excellent written and verbal communication skills.
• Strong customer focus, with a commitment to delivering quality and timely service.
• High level of accuracy and attention to detail, with a strong focus on quality and standards.
• Positive attitude and willingness to contribute to a collaborative and successful team environment.
• Exellent written and verbal communication skills.
• Flexibility to work across different shifts.

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 124762.

Job Posting End Date

15/10/2026, 11.59pm, (IST)