Post Sales Operations Officer

This is ANZ Worldline Payment Solutions
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 Opportunity:
The Post Sales Operation Office is responsible for the end to end operational execution of Post Sales activity related to merchant acquisition including contract generation and issuance , customer follow ups and ensures seamless merchant onboarding experience within agreed SLAs and quality targets.
Your day-to-day responsibilities include:

• Adhere to service level agreements and individual KPIs
• Uphold service delivery targets for incoming customer enquiries both at an individual and team level
• Maintain knowledge of products and processes
• Delivery of both autonomous or collaborative solutioning in response to complaints and escalation drivers.
• Be the first point of escalation for complaints or any issues or problems within the Application process
• Ensure to adhere to compliance of any regulatory requirements impacting the Application Support team.
• Analyse the root cause of errors and rework and put forward process improvements to minimise customer impact and drive improvement.
• Collaborate and work together as a team, to meet KPI targets set at a department level.
• Consistent demonstration of exceptional customer service and stakeholder engagement.

Qualifications and skills:

• Relevant tertiary qualification or experience
• Demonstrate a clear commitment to delivery and responsibility for reaching agreed targets
• Strong collaboration skills and ability to build solid working relationships with key stakeholders to achieve common goals
• Strong relationship builder
• Excellent communicator
• Ability to work under pressure
• Proficient in Microsoft applications
• Ability to work in a fast-paced environment
• Time management skills

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: Mar 6, 2024
Date: Mar 6, 2024
Brand: ANZ Worldline
Brand: ANZ Worldline
Category: Operational - Customer service & Delivery Manageme
Category: Operational - Customer service & Delivery Manageme
Contract Type: Permanent
Contract Type: Permanent
Location:
Melbourne, Victoria, AU
Location:
Melbourne, Victoria, AU