Payment Operations Team Leader

6 months ago

Brisbane, Australia Great Southern Bank Full time

Great Southern Bank is seeking a new Team Leader within the Payment Operations team on a permanent basis. In this role you will coach, mentor, and lead the Payments Team to ensure Great Southern Bank are meeting their obligations under relevant legislation as well as Customer Owned Banking Code of Practice (C.O.B.C.O.P.), in a way that supports agreed performance outcomes. You will role model our Great Southern Bank values, leading others to deliver a customer centric service and better-value banking for our customers.

The Payments Operations team manage customer transaction disputes and manual payment requests, including due diligence activities that prevent scam losses via transfers.

**Your Responsibilities**:

- Responsible for coordinating a team of Operations Officers and managing the workflow allocation, resource scheduling and team’s adherence to process and procedure
- Monitor and evaluate team member performance, identifying areas of improvement and implementing the necessary coaching, training and development
- Ensuring high levels of customer experience and satisfaction, intervening in any complaints and ensuring swift resolutions
- Proactively identify opportunities for process improvement and assist with project delivery across the business
- Oversee, guide and direct the day-to-day running of the business in line with target performance outcomes

**Your Experience**:

- Previous experience in people management, including coaching and mentoring staff to achieve team and organisational goals
- Strong customer service ethic and the ability to successfully establish and maintain effective relationships
- Excellent organisational and time management skills
- Knowledge of relevant Operations systems would be advantageous
- Demonstrated relationship management, consulting, negotiation, and facilitation skills.
- Knowledge of relevant finance industry standards, acts, codes, and legislations (e.g., CCC, Code of Practice, Privacy Act).

**A little bit about us**
For over 75 years, we’ve been putting our customers first, and today we look after the financial needs of more than 380,000 Australians. We have recently changed our name from CUA to Great Southern Bank but we remain customer-owned and firmly focused on helping all Australians own their own homes.

We’re ambitious and as we continue to grow, we are investing significantly in technology, products, and people. We have a culture that's fun, approachable, and supportive - allowing our team members to be their best every day, whether that's at work or at home.
- We're hugely excited about the journey ahead and are looking for talented and enthusiastic people who want to be part of a winning customer team. If you are motivated, energetic, and dedicated to helping our customers achieve the great Australian dream, we want to hear from you_
- At Great Southern Bank, we’re committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging, are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, fair and equitably decision making that empowers our people to be at their best every day._

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