Senior Officer – Client Services (GCC)

About the role

As a Senior Officer in Institutional Operations, you will deliver proactive, high‑quality service to ANZ’s Platinum and Premium high‑value institutional clients across phone and digital channels. You will act from the customer’s perspective, promote self‑service solutions and ensure timely case resolution.

Key responsibilities

• Provide guidance to team members and the wider business on complex customer scenarios.
• Respond to queries from Platinum Plus and Premium segments on Transactive Global, Transactive Trade, Account Support and DSS products.
• Manage cases end‑to‑end, prioritising and setting expectations with customers and internal stakeholders.
• Identify contact trends, recommend process improvements and detect retention risks.
• Handle complaints, escalations and fast‑track issues following the Service Delivery process.

Required profile

• Proven experience in client‑facing roles within institutional or corporate banking.
• Strong understanding of high‑value institutional client needs and service principles.
• Excellent communication skills and ability to influence internal teams.
• Ability to work flexible day‑shift hours (4 AM‑5 PM DST, 5 AM‑6 PM non‑DST Manila time).

Required skills

• Knowledge of Transactive Global, Transactive Trade, Account Support and DSS banking products.