Payment Operations Analyst

**The Game Changers**:
At AP+ we're changing the game We're doing big things, and we can't do it alone. We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful. We value the unique talents, perspectives, of all our employees. This includes people of all gender identities and sexual orientations, First Nations Peoples, people of all abilities and diverse backgrounds, as well as their families.

AP+ brings together Australia’s three domestic payment providers, BPAY Group, eftpos and NPP Australia, into one integrated entity. Bringing these businesses together enables AP+ to create a more competitive and coordinated Australian payments organisation that is strategically placed to respond to the impacts of regulatory and technological change today, and into the future.

**_Team Dimension_** - The Payment Operations Team operate are the first line of contact for the three domestic payments organisations customers and are responsible for managing key relationships at an operational level. BPAY Group, eftpos and NPP customers are predominantly made up of financial institutions (Members/Participants) across Australia that offer technology and services to their end customers supported by key vendors within the market.

The Payment Operations Team is responsible for ensuring the implementation of the technology and services is consistent across all Members and Participants. They play an important role in providing support to our Members and Participants and perform operational activities that monitor and aid customers in meeting their obligations to the rules and operating procedures that govern the components of technology and associated products and services.

We support our Members & Participants from the time they commence their initial discussions with our Commercial team and show an interest in signing up to use any of our services. We do this by ensuring they have a seamless and positive introduction to our processes and subsequent onboarding and integration experience.

**Role Purpose**

The Payments Operations Analysts are responsible for providing operational support, analytical support and co-ordination within the wider Payments & Schemes Operations Team as well as supporting key strategic activities across other parts of the AP+ organisation. They will work directly with the Head of Payment Operations to support the day to day operational functioning of the various components of infrastructure and the ongoing support of future capability development and strategic initiatives.

The Payment Operations Analysts will also develop strong relationships with our internal stakeholders as well as our Members and Participants at an operational level to ensure we understand how they support our products, and we continue to evolve to deliver to our customer’s needs with a proactive approach.

**Key Responsibilities**:

- Provide exceptional service and address customer pain points.
- Support technical onboarding and service subscriptions.
- Analyze operational data to manage platform performance.
- Monitor compliance with performance measures.
- Document and improve operational processes.
- Facilitate operational meetings and industry updates.
- Coordinate process improvements and maintain AP+ Portals.
- Provide input on compliance matters and operational changes.
- Develop training use cases and supporting documentation.

**Position Requirements**:
**Qualifications**:

- Relevant tertiary qualifications are highly regarded.

**Experience**:

- Similar position experience is highly regarded.
- Payments industry experience with a technical focus.
- Customer-centric role experience.
- Familiarity with CRM platforms.

**Skills**:

- Excellent communication and organizational skills.
- Analytical and problem-solving abilities.
- Commitment to customer service.
- Proactive and adaptable to change.
- Proven process improvement track record.
- Ability to work independently and as part of a team.
- Proficiency with technology services.

**What’s next**: