Payments Operations Analyst

Role Overview

• 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.

Requirements

• 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.