Senior Officer – Client Services (GCC)

About the role

The Senior Officer – Client Services (GCC) will deliver proactive, high‑quality service to ANZ’s Platinum and Premium high‑value institutional clients across phone and digital channels. Working within Institutional Operations, the role focuses on transactional banking products and aims to reduce customer effort through self‑service education.

Key responsibilities

• Provide guidance and assist team members and the wider business with difficult customer scenarios.
• Champion change initiatives across the Customer Service Centre and the broader business.
• Respond to queries from Platinum Plus & Premium customers on Transactive Global, Transactive Trade, Account Support and DSS.
• Manage cases end‑to‑end, ensuring timely resolution based on priority and setting clear expectations.
• Identify customer contact trends and recommend process improvements that add value.
• Detect retention risks and take appropriate action to resolve or escalate issues.
• Serve as a reliable source of information for internal and external customers.

Required profile

• Proven experience in institutional banking or high‑value client services.
• Strong proficiency with core Transactional Banking products (Transactive Global, Transactive Trade, Account Support, DSS).
• Ability to manage cases from initiation to resolution while balancing priorities.
• Excellent communication skills and a customer‑centric mindset.
• Capability to analyze trends and drive process enhancements.

Required skills