Day-to-day responsibilities

Implementation Management & Customer Engagement

• Serve as the single point of contact for key merchants in the context of onboarding projects, ensuring seamless communication and relationship management throughout the implementation lifecycle.
• Conduct comprehensive scope meetings and ensure that the right departments within ANZ Worldline are involved to support successful project delivery and merchant requirements.
• Hold regular meetings with merchants to inform on status quo and provide a platform to raise issues, maintaining transparent communication and proactive engagement.
• Take end-to-end responsibility for providing merchants with excellent service while managing complex implementation requirements and ensuring quality delivery outcomes.

Issue Resolution & Escalation Management

• Act as an escalation point for key merchants in case of issues with project roll-out, helping to solve problems with urgency and determination.
• Ensure correct escalation of issues to upper management and maintain diligent follow-up on operational risks and resolution pathways.
• Proactively identify potential implementation challenges and work collaboratively to implement solutions that minimise impact on merchant experience.

Stakeholder Coordination & Collaboration

• Work in close cooperation with Key Account Managers and Customer Success Managers to ensure merchants receive adequate service and comprehensive support.
• Coordinate with Sales teams when missing documents are required and work directly with merchants when additional information is needed for implementation success.
• Foster positive work and team culture, welcome feedback and actively strive to improve customer experience through continuous improvement initiatives.

Project Administration & Quality Assurance

• Follow up on invoices sent to merchants and provide additional information to customers when invoiced items require clarification or explanation.
• Ensure that quality services are delivered in line with agreed Service Level Agreements (SLAs) and performance standards.
• Guarantee high customer experience levels through increased customer satisfaction and implementation excellence.
• Manage multiple implementation projects following proper project methodology while maintaining attention to detail and accuracy.

Who are we looking for

Skills and Experience

• Proven experience in Financial Services background with understanding of industry practices and regulatory requirements.
• Extensive experience in managing small to medium projects following proper project methodology with demonstrated success in implementation environments.
• Strong organisational skills with proven ability to handle multiple priorities and deliver solution-oriented outcomes under pressure.
• Proven experience proactively taking ownership of tasks, managing them to completion and delivering under tight timelines with consistent quality standards.
• Knowledge of Commercial Cards/Merchant Services Industry and processes is preferred.

Attributes

• Strong relationship builder with excellent communication skills and ability to engage effectively with diverse stakeholders at various organisational levels.
• High attention to detail and accuracy with commitment to quality delivery and exceptional customer service standards.
• Solution-oriented professional with ability to navigate complex implementation challenges and deliver positive outcomes.
• Proactive mindset with strong ownership mentality and commitment to continuous improvement and customer experience enhancement.
• Collaborative team player with positive attitude and ability to foster constructive work culture and welcome feedback constructively.
• Results-oriented approach with focus on achieving implementation milestones and maintaining customer satisfaction throughout project lifecycle.

Qualifications

Tertiary qualification in Business, Finance, Technology or related field.