Job Summary
This role plays a key part in ensuring daily member transactions and servicing tasks are processed accurately, efficiently, and in line with internal policies and regulatory requirements.
About the Role
* Lead the day-to-day operations of a 5-person Account Services team, ensuring tasks are completed accurately and on time.
* Account & Regulatory Tasks: TFN reporting, credit limit reductions, Cuscal returns, S14 closures.
* Card & Travel Services: Card orders, card renewals, travel notifications.
* General Back Office Functions: Leasing administration, traces/disputes, and member email handling.
* Allocate workloads and manage team resources to ensure service levels are consistently met.
* Maintain and update process documentation, checklists, and work instructions to support consistency and compliance.
* Provide day-to-day coaching and support to team members, including training on new tasks or procedures.
* Act as a point of escalation for team queries or member servicing issues.
* Liaise with internal departments and external partners (e.g. Cuscal, leasing providers) to resolve operational matters.
* Contribute to audit readiness and ensure daily activities align with regulatory requirements (e.g. ePayments Code, AML/CTF, Privacy Act).
* Support the implementation of process improvements and system changes impacting payments and servicing operations.
* Monitor risks, identify gaps, and escalate issues promptly to minimise operational impacts.
About You
* At least 2–3 years' experience in banking operations or member services, ideally in payments, settlements, or account servicing.
* Previous experience leading a team or acting in a senior officer capacity.
* Strong working knowledge of retail banking processes and systems, including Direct Entry, BPAY and card servicing.
* High attention to detail with a solid understanding of compliance, risk, and internal controls in a financial services environment.
* Proven ability to guide, support and develop others in a team setting.
* Effective communication skills with the ability to build rapport and work collaboratively with both internal and external stakeholders.
* Experience using core banking systems, digital servicing platforms, or workflow tools is desirable.