ANZ

Operations Analyst

ANZ

full-time

Posted on:

Location Type: Office

Location: Docklands • Australia

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Tech Stack

Tableau

About the role

  • Analyse operational performance data to identify performance outliers, trends, and root causes impacting customer experience and efficiency.
  • Partner with hub leaders to design and implement improvement plans that address performance gaps and uplift capability.
  • Support workforce planning and dimensioning activity, ensuring resourcing aligns with demand and service expectations.
  • Track, measure, and report the impact of initiatives, providing clear insights into operational effectiveness.
  • Provide day-to-day performance support to operations leaders through timely reporting and actionable recommendations.
  • Collaborate with the Insights & Analytics team to ensure consistency of reporting and data interpretation while maintaining an operational focus on actionability and execution.
  • Translate tools and models that make operational data accessible and easy to use for frontline leaders.
  • Contribute to governance forums, sharing insights and updates on performance improvement outcomes.

Requirements

  • Contact centre operations across voice and assisted digital (IVR, chat, messaging), including routing, queues, staffing impacts, and quality frameworks.
  • Proven experience in an operations or business analyst role, ideally within a contact centre or customer operations environment.
  • Strong analytical and problem-solving skills with the ability to translate data into operational action.
  • Experience with performance measurement frameworks, process mapping, and continuous improvement methodologies.
  • Advanced Excel and/or data visualisation skills (e.g., Power BI, Tableau).
  • Strong stakeholder management and communication skills, with the ability to influence across teams and geographies.
  • High attention to detail and comfort working in a fast-paced, changing environment.
Benefits
  • Access to health and wellbeing services
  • Discounts on selected products and services from ANZ
  • Flexible working arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisperformance measurement frameworksprocess mappingcontinuous improvement methodologiesadvanced Exceldata visualizationPower BITableau
Soft Skills
analytical skillsproblem-solving skillsstakeholder managementcommunication skillsinfluencing skillsattention to detail