Implementation Specialist

ANZ Worldline Payment Solutions is a joint venture between ANZ Banking Group and Europe's leading payment technology company, Worldline.We launched in Australia in early 2022, providing in-store and ecommerce payment solutions to around 60,000 Australian businesses. Since then we've built a new modern technology platform to enable an exciting roadmap of products and solutions that we'll launch in Australia throughout 2023 and beyond.What's it like to work with us? We bring together the spirit of a fintech with the heritage of a big four bank. And while our expertise, products and services make us a leader in payments, our people, purpose, values and culture are the core of our organisation. As an equal opportunity employer, we know our success comes from new insights, diverse points of view and the energy of every member of our 300 strong team.It's an exciting time to be part of our growing team. Find out more about ANZ Worldline Payment Solutions .The OpportunityThe Implementation Specialist reports to the Customer Transformation Manager within the Customer Delivery Department.In this role, you function as a dedicated specialist for new and existing premium & complex merchants, supporting them in the Implementation process. You will act as a single point of contact for the Merchants during the implementation. You will take care of the set-up of new services by aligning with the Merchant to fully understand their needs and then deliver these services to the Merchant. You will take the end-to-end responsibility to provide the Merchant with an excellent service and will escalate internally if encountered issues take too long to be resolved. In addition to providing a positive customer experience, the role requires strong communication skills to co-ordinate and manage internal and external stakeholdersYour day-to-day responsibilities include:

• You are the single point of contact for our key Merchants in the context of onboarding projects
• You are responsible for conducting the scope meeting(s) and ensure that the right departments within ANZ Worldline are involved.
• You hold regular meetings with the Merchant to inform on status quo & provide a platform to raise issues
• You act as an escalation point for the key Merchants in case of issues with the roll-out of a project and help to solve the problem..
• You follow up the invoices sent out the Merchants and provide additional information to the customer in case the invoiced items are unclear.
• You will work in close cooperation with the Key Account Manager and the Customer Success Manager to make sure that the Merchant receives the adequate service
• In case of missing documents, you reach out to Sales, in case of missing information, you work with the Merchant directly
• You foster a positive work and team culture, welcome feedback and actively stive to improve the customer experience

Signs of success

• You ensure that quality services are delivered in line with the agreed SLA;
• You guarantee high Customer Experience levels through increased Customer Satisfaction
• You ensure correct escalation of issues to upper management and follow-up on operational risk

Skills we can't do without:

• You have graduated from an university or equivalent experience
• You have Financial Services background
• You have experience in managing small to medium projects following proper project methodology
• You are a strong relationship builder and excellent communicator
• You have strong organizational skills, are able to handle multiple priorities and are solution-oriented
• You pay high attention to detail and accuracy
• You proactively take ownership of tasks, manage them to their completion and deliver under tight timelines
• You are proficient in MS Office, with medium to high skills in PowerPoint, Word, Excel.

Skills we'd like:

• In-depth Knowledge of Merchant Service Product, Processes & systems (internal candidates)
• Knowledge of Commercial Cards/Merchant Services Industry and processes
• Experience in MS Project
• Experience in the Government sector

Benefits:At Worldline we work in a flexible environment that empowers you to learn, grow and accelerate your career. You'll have access a great mix of benefits, including:

• A range of health and wellbeing discounts for gym, nutrition, sporting gear
• Learning and development opportunities to build your skills
• Additional Leave options to support families, work in the community or take a career break. You'll also earn loyalty leave for your tenure.
• Monthly in person and virtual social events
• Volunteering leave to support CSR activities
• Plus other perks and benefits (e.g. novated leasing options).

We have modern offices and services to support our people including a parent's room, prayer room, and end of trip facilities. We also provide EAP services including financial counselling to support managers, employees and their families.Shape the evolution:We are on an exciting journey towards the next frontiers of payments technology, and we look for problem solvers, people with passion, can-do attitude and a hunger to learn and grow. Here you'll work with colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.about working at ANZ Worldline Payment Solutions.Date: May 15, 2024Date: May 15, 2024Brand: ANZ WorldlineBrand: ANZ WorldlineCategory: Operational - Customer service & Delivery ManagemeCategory: Operational - Customer service & Delivery ManagemeContract Type: PermanentContract Type: PermanentLocation:Melbourne, Victoria, AULocation:Melbourne, Victoria, AU