THE GAME CHANGERS:

Australian Payments Plus (AP+) is here to shape the future of payments for Australia. We aim to deliver more innovation to Australia’s payments ecosystem, for the collective benefit of Australian businesses, government and consumers.
Our solutions include Australia’s domestic debit network, real-time, data rich payments infrastructure, secure bill payments, digital identity verification, QR payments and experiences and open wallet solutions. It’s a new chapter with more possibilities.

THE PURPOSE:

The Payment Operations Analyst plays a critical role in supporting the operational integrity and
efficiency of the Payments. This role is designed to support the onboarding of new members and ongoing support of existing members, as well as ensuring the smooth functioning of payment systems and services by applying analytical expertise. The analyst contributes to the management of incidents and risks through quality assurance, stakeholder engagement, and continuous improvement across operational processes to uphold service standards and organisational objectives.

THE CORE ACCOUNTABILITIES OF THE ROLE WILL INCLUDE:

• Apply standard measurement techniques to collect, analyse, and report operational data.
• Conduct basic risk management activities and maintain documentation of risks and mitigation actions.
• Support quality assurance through audits, compliance checks, and identification of nonconformances.
• Provide specialist advice within the immediate area of responsibility and collaborate with other experts as needed.
• Perform application support tasks including issue resolution and performance monitoring.
• Support incident response by diagnosing, escalating, and coordinating resolution efforts.
• Investigate and resolve systemic problems, implement fixes, and support trend analysis for process improvement.
• Handle customer service inquiries, perform initial diagnostics, and contribute to service standards development.
• Engage stakeholders through structured communication plans and feedback analysis.
• Enhance customer and stakeholder relationships by managing issues and sharing lessons learned.

THE CAPABILITIES NEEDED TO BE SUCCESSFUL FOR THIS ROLE ARE:

• Relevant tertiary qualifications or equivalent industry experience
• 2+ years experience as an operations analyst
• Knowledge of the payments technology, IT systems and the financial industry
• Strong analytical and measurement skills to support organisational decision-making.
• Experience in risk management and quality assurance aligned with strategic objectives.
• Proven ability to deliver application and incident support in live environments.
• Excellent stakeholder relationship and customer service management skills.
• Ability to provide specialist advice and drive continuous service improvement.