Position Overview

The Customer Relationship Manager (one-year fixed term contract with potential to extend) serves as the primary non-BAU operational and governance contact point for WSA’s key enterprise client, ANZ Bank. This role is responsible for orchestrating mandatory contractual governance, managing critical escalations, ensuring strict adherence to contractual terms, and driving service level reporting to maintain a high-value, trusted partnership.

Day-to-day responsibilities

Account Governance & Engagement:

• Plan, convene, and facilitate all mandatory non-BAU governance and operational reviews with ANZ Bank key stakeholders.
• Serve as the single point of contact for complex delivery issues, service escalations, and non-routine requests outside standard BAU channels.

Contract Management & Compliance:

• Deeply understand all terms, SLAs, and obligations within the ANZ Bank contract (Transition Services Agreement) to ensure operational adherence across both organizations.
• Identify needed contract variations or scope changes, convene alignment meetings, and manage proposals through the formal governance process.

Internal Coordination & Escalation Management:

• Partner cross-functionally with technical operations, product, and delivery teams to address root-cause issues, mitigate risks, and resolve escalations efficiently.
• Track and report on issue remediation timelines for executive visibility.

Service Level & Performance Reporting:

• Drive the delivery, accuracy, and presentation of monthly and quarterly service level agreement (SLA) reporting.
• Translate technical service metrics into clear, executive-ready insights and recommendations for continuous improvement.

Who are we looking for

• Experience: 5+ years in enterprise account management, service delivery management, or client relationship roles within complex environments.
• Industry Background: A strong background in Banking, Financial Services, or Fintech is highly desirable.
• Technical Acumen: Strong technology background with the ability to bridge communication between technical internal teams and enterprise client stakeholders. Knowledge of payment systems and acquiring models is highly advantageous.
• Stakeholder Management: Proven ability to build credibility, manage executive expectations, and handle delicate escalations with high-value enterprise clients.
• Governance & Commercial Literacy: Comfortable interpreting enterprise contracts, holding operational teams accountable to SLAs, and facilitating formal governance processes.

Values

• Innovation 
• Excellence 
• Cooperation
• Empowerment 

Compliance

• Contribute to health and safety at work by identifying, reporting and controlling hazards and promptly reporting incidents. 
• Comply with all applicable company policies. 
• A favourable Police Check and other background checks are required.

Information Security

• Comply with company policies and procedures in relation to Information security and confidentiality. 
• Avoid working in a manner that represents any unacceptable risk to information security, including non-work activities which result or could result in breach of the information security policy. 
• Report any breach of privacy, security or confidentiality in a timely manner to protect the interests of the company.