About the team
The Chief Operations & Risk Office (CORO) is responsible for the delivery of our core services and the management of all operational and risk functions. The team ensures a seamless and efficient experience for our customers, from onboarding and support to payment processing and fraud prevention, driving reliability and scalability as we grow.

Your mission

As a Technical Implementation Specialist, you will function as a dedicated specialist for new and existing premium and complex merchants, supporting them throughout their comprehensive technical implementation process. You will act as the single point of contact for merchants during implementation, taking end-to-end responsibility to provide excellent service while ensuring seamless delivery of technical solutions and services.

Reporting to the Technical Implementation Manager, you will take care of the setup of new technical services by aligning with merchants to fully understand their needs and then deliver these services with precision and excellence. You will coordinate and manage internal and external stakeholders through strong communication skills while escalating internally when encountered issues require resolution, ensuring merchants receive an outstanding customer experience throughout their technical implementation journey.

Areas of responsibility

• Technical Implementation Management & Customer Engagement
• Serve as the single point of contact for key merchants in the context of technical onboarding projects, ensuring seamless communication and relationship management throughout the implementation lifecycle.
• Conduct comprehensive scope meetings and ensure that the right technical departments within ANZ Worldline are involved to support successful project delivery and merchant requirements.
• Hold regular meetings with merchants to inform on technical implementation status quo and provide a platform to raise technical issues, maintaining transparent communication and proactive engagement.
• Take end-to-end responsibility for providing merchants with excellent technical service while managing complex implementation requirements and ensuring quality delivery outcomes.
• Issue Resolution & Technical Escalation Management
• Act as an escalation point for key merchants in case of technical issues with project roll-out, helping to solve problems with urgency and technical expertise.
• Ensure correct escalation of technical issues to upper management and maintain diligent follow-up on operational risks and resolution pathways.
• Proactively identify potential technical implementation challenges and work collaboratively to implement solutions that minimize impact on merchant experience.
• Stakeholder Coordination & Technical Collaboration
• Work in close cooperation with Key Account Managers and Customer Success Managers to ensure merchants receive adequate technical service and comprehensive implementation support.
• Coordinate with Sales teams when missing technical documents are required and work directly with merchants when additional technical 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 and technical excellence.
• Project Administration & Quality Assurance
• Follow up on invoices sent to merchants and provide additional technical information to customers when invoiced items require clarification or technical explanation.
• Ensure that quality technical services are delivered in line with agreed Service Level Agreements (SLAs) and performance standards.
• Guarantee high customer experience levels through increased customer satisfaction and technical implementation excellence.
• Manage multiple technical implementation projects following proper project methodology while maintaining attention to detail and technical accuracy.

What you’ll need

Skills and Experience

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

Attributes

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

Our values

At ANZ Worldline Payment Solutions, we live our values, and they set the framework for how we work with each other, our partners, and our customers:
Innovation
Excellence
Cooperation
Empowerment

We’re passionate about continuous growth and improvement. As we evolve, our jobs and functions may change over time. This document aims to capture the key scope, functions and impact of a role.
We hope you’ll join us on this journey - and encourage you to talk with your manager or our People team about changes, ideas, or if you feel a job description needs updating.