Team Leader Banking Operations

Job Description

You will be part of the Payment Operations team within Banking Operations. This team manages customer transaction disputes, manual payment requests and exception processing. The team are a key control within the Bank to protect our customers from scam losses via telegraphic transfers and support the business in additional due diligence for both domestic and international payments. Furthermore, Payment Operations assist customers in recovering funds due to card and payment disputes through Visa, Mastercard, EFTPOS, NPP and Direct Entry in line with ePayments code and scheme rules as well as supporting internal customers to fulfil requests for payments to customers to resolve disputes and settle complaints in accordance with policies and procedures. You’ll make an impact by: Responsible and accountable for coordinating a team of Operations Officers and managing the workflow allocation, resource scheduling and team’s adherence to process and procedures. Monitor and evaluate team member performance, identifying areas of improvement and implementing the necessary coaching, training and development. Ensuring high levels of customer experience and satisfaction, intervening in any serious or complex complaints and ensuring swift resolution. Proactively identify opportunities for process improvement and assist with project delivery across the business. Ensure processes are in place, documented and maintained and that each team member understands the role they play. To succeed in this role, you will have: Minimum 5 years’ experience in Financial Services or a related industry with exposure to resource planning, modelling, and scheduling. Minimum 2 years previous experience in people management, including coaching and mentoring staff to achieve team and organisational goals. Strong understanding of operations principles, processes and methodologies. A comprehensive understanding of banking and the payments ecosystem. Knowledge of relevant finance industry standards, acts, codes, and legislations (e.g., CCC, Code of Practice, Privacy Act). Preferred – Diploma in leadership or a financial service-related field. Strong customer service ethic and the ability to successfully establish and maintain effective relationships. Why Great Southern Bank? Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include: Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching. Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week. Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more! Imagine working for a bank that truly helps people. You can. Questions? Please contact our Talent Acquisition team at At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging and are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, and fair and equitable decision making that empowers our people to be at their best every day. #LI-Hybrid #J-18808-Ljbffr