Payment Operations Analyst

3 weeks ago

Sydney, Australia Australian Payments Plus Full time

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 primary responsibility is to provide exceptional service to our Members & Participants by responding to their daily requests via phone and email and continually looking to improve and optimise operational processes. They will do so from gaining a solid understanding of all AP+ products, services, rules and operating procedures, as well as operational processes to support our Members and Participants and ensure an optimal and positive member experience.

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.
  • Manage general enquiries and team email mailbox.
  • 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:

We know applying for a role can be a nerve-wracking experience, so we endeavor to review applications and plan to schedule screening interviews within the next two weeks. If you are among selected candidates, we’ll be in touch to schedule a phone interview. In any case, we will keep you posted on the status of your application.

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to recruitment@auspayplus.com.au. We also encourage you to let us know your pronouns at any point during the recruitment process.

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