Operations Analyst, AU Payments Servicing

About the role

The Operations Analyst, AU Payments Servicing role at ANZ's Bengaluru operations centre ensures the accuracy, integrity, and timely resolution of financial transactions by investigating and resolving payment discrepancies, errors, and fraud across payment systems. Day-to-day work involves analyzing payment data, managing complex exceptions and escalations, liaising with internal teams and external partners, and maintaining compliance with regulatory standards. The position is based in Bengaluru with an early morning shift (4 AM login) and offers flexible working options, including hybrid work where the role allows.

What you’ll do

• Investigating and resolving failed, delayed, misrouted, and high-value payment transactions within agreed service levels, ensuring minimal business impact
• Analysing payment data to identify root causes of discrepancies, documenting findings, and implementing effective resolutions
• Managing complex payment exceptions and escalations while collaborating with internal teams, banks, clients, and external stakeholders to ensure timely resolution
• Ensuring all investigations and resolutions comply with regulatory, compliance, and audit requirements while maintaining accurate and detailed records
• Monitoring trends in payment-related issues, conducting root cause analyses, and recommending corrective actions to improve operational performance
• Supporting and mentoring team members by reviewing case quality, sharing knowledge, and promoting best practices across the function
• Identifying process gaps and opportunities for automation, operational efficiency, and continuous improvement to enhance service delivery and performance

What you’ll bring

• Bachelor's degree in Finance, Business Administration, Accounting, Economics, or a related field
• Proven experience in investigating payment discrepancies, resolving exceptions, and managing escalations
• Strong knowledge of payment networks such as SWIFT, ACH, RTGS, and NEFT, with understanding of end-to-end payment flows
• Good understanding of regulatory and compliance requirements including AML, KYC, OFAC, and data privacy standards
• Excellent attention to detail with ability to accurately review and analyze transaction records, documentation, and system data
• Strong communication and stakeholder management skills to collaborate across Operations, Finance, Compliance, Technology teams, and external partners
• Proficiency in Microsoft Excel, payment tracking tools, case management systems, and transaction processing platforms such as SAP, Oracle, or similar applications
• Strong analytical and problem-solving skills

Skills

Benefits

• Flexible working options including hybrid work where the role allows
• Access to health and wellbeing services

Education

A Bachelor’s degree in Finance, Business Administration, Accounting, Economics, or a related field