Senior Analyst, Product Operations And Support

Senior Analyst, Product Operations and Support

Apply now Job no: 791700

Business unit: Business and Private

Primary position location: 330 Collins St, Melbourne, VIC

Work type: Permanent Full time

Region: VIC- Melbourne CBD

• Great opportunity for an experienced Business Analyst to support Merchant Acquiring
• Build and progress your career
• Work in a collaborative and inclusive team environment

It's more than a career at NAB. It's about more opportunity, more moments to make a difference and more focus on you.

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you'll be recognised and rewarded for your contribution in return. You'll have our support to excel for our customers, deliver positive change for our communities and grow your career.

The role:

Merchant Acquiring is supported by multiple teams across the business to successfully deliver on our strategy.

The Senior Analyst, Product Operations and Support will work with key stakeholders across Merchant Services, Merchant Fulfillment, Credit, Risk, Fraud, Chargebacks and Sales to identify and deliver operational improvements, risk management strategies and a best in market customer experience.

The successful candidate will be proficient at problem solving, analysing key inputs, articulating insights, providing clear recommendations and implementing change. This role requires strong communication and a customer-centric approach. Advanced excel, analytics and reporting skills are required. The Senior Analyst will be able to balance and deliver on multiple objectives - growth, customer experience, operational efficiencies, and risk management.

This role supports the merchant risk and product support teams deliver on key initiatives and operational activities.

The role and day to day will include:

• Leverage market / brand advocacy (NPS) insights and complaints data to identify opportunities to uplift the customer experience.
• Support the day-to-day activities of the Merchant Operations and Product Support team, with the lens to improve methods, processes, and uplift operational efficiency.
• Deliver artefacts and papers to inform and/or seek endorsement from key stakeholders on risk, operational and product support issues including updating and tracking key deliverables and business performance.
• Evolve NAB's approach to Merchant Risk assessment and management while delivering a best in market onboarding experience (Time to Yes/risk assessment).
• Ensure the right controls and mitigants are in place to protect and grow the business safely
• Review merchant high risk areas and provide recommendations around risk appetite
• Work with relevant internal stakeholders and regulation/guidance from the industry to understand our obligations and enhance merchant risk performance.
• Identify performance excellence in risk management by delivering a value for cost approach to risk management whilst supporting the growth agenda of the Domain.
• Build risk strategies based on insights and analytics in collaboration with credit risk, Fraud, BOSS, and sales teams.

What you will bring:

This is a great opportunity for a driven and experienced individual who enjoys working collaboratively with stakeholders across the business to drive mutually beneficial outcomes. You are a strong communicator (both written & verbal) you will be confident in engaging and influencing internal and external stakeholders in a positive style. You will have:

• Proven experience working a similar role in consulting and/or working in operations business improvement / transformation environments in financial services setting
• Strong project experience across multiple business units and complex environments
• Demonstrated knowledge of project management, methods, tools and techniques
• Excellent written and verbal communications for report writing and presentations
• Strong data analytic and excel skills for modelling, forecasting, scenario analysis and performance reporting
• The ability to break down strategic problems and engage in solution focussed thinking
• Ability to drive results
• Experience in Financial Services, Merchant Acquiring and/or Payments (preferred)
• Relevant tertiary qualifications in Business or Risk Management (preferred)

A diverse and inclusive workplace works better for everyone.

We know that our people make us who we are. That's why we have built a culture of respect where everyone feels valued and appreciated for being their true authentic selves at NAB. With our focus on inclusion and diversity, and in partnership with our Employee Resource Groups, NAB is a place where First Nations colleagues, colleagues of all genders, sexualities and ages, carers and colleagues with disability, and colleagues from all cultures, races and religions can thrive, connect, and grow.

We are intent on providing an environment where you can work your way. Ask about our many flexible work options and please let us know if we can provide any adjustments throughout the recruitment process.

More focus on you

We're committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities.

To be eligible to apply, you must have Australian or New Zealand citizenship or Australian permanent residency status.

Please note candidate screening methodologies and interviews may be conducted prior to the closing date of the job advert.

Advertised: 29 Jan 2024 6:00 AM AUS Eastern Daylight Time

Closing: 29 Feb 2024 11:55 PM AUS Eastern Daylight Time

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