Support Analyst

2 weeks ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 54712

**Department**: Insto Banking Services Wholesale Digital

**Division**: Institutional

**Location**: Melbourne
About the role

At ANZ, our purpose is to shape a world where people and communities thrive. To achieve this, we are introducing a specialised GCIS product suite support role within the Group Payments, Payments Technology Domain.

As a Support Analyst, you will focus on superior client and key stakeholder service using enhanced investigation and problem-solving ability to ensure the Fileactive offering continues to deliver market leading value.

**Other responsibilities include but is not limited to**:
Provide specialised support for complex client enquiries from key clients and interfacing teams focusing on core GCIS products, including but not limited Fileactive, GCS & NPP Agency, PSI and Austraclear
Conduct thorough investigations into processing failures to identify problem sources internally and externally, complete tactical remediation where possible and escalate appropriately.
Take ownership of incidents in line with ANZ’s incident management framework, resolving, escalating, and following up underlying issues with the appropriate teams and squads
Work closely with GCIS domain teams, to ensure high-quality issue resolution
Identifying deficiencies in existing process and / or opportunities to improve existing processes for efficiency gains and assisting to implement process enhancements through a continuous improvement process
Documenting and updating process documentation for use as playbooks
Sharing information with colleagues to embrace a knowledge sharing culture
Ensuring customer enquiries are met within service level agreements
Building trusted relationships with internal and external stakeholders

**Role Location**: Melbourne or Launceston

**Role Type**: Permanent, Full-Time

**No. of Roles Available**: 2 (of different job grades)

What will you bring?

To be successful in this role, you will ideally have skills, knowledge and experience in the following:
Developing ability in investigative problem-solving and desire to understand complexity, with a focus on client outcomes
Excellent verbal and written customer service skills
Ability to work well under pressure across multiple domains
Good time management and prioritisation skills
Knowledge of Institutional Transactional Banking
A sound technical competence and, or strong customer service background
An understanding of and ability to operate within ANZ incident management frameworks
Receptive to the need for change and continually building your skills
Existing understanding, or ability and desire to develop a solid understanding of our and interfacing team functions and structures

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?

There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

Job Posting End Date

30/11/2023, 11.59pm, (Melbourne Australia)

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