We are excited to offer a fantastic opportunity for a Process Specialist! Join our vibrant team of night shift workers and become the backbone of support for our Australian customers.

As our Process Specialist, you'll be key to making our Australian Customer Operations run smoother and smarter. You'll work closely with the Training & Process Lead to review, design, and continuously improve how we do things. Your goal? To make sure our processes are efficient, can grow with us, follow all the rules, and meet both our customers' and business's needs.

You'll partner with our frontline teams, quality, training, and compliance experts to implement the best ways of working and reduce operational risks. By focusing on simplifying, standardising, and automating our processes, you'll help us build a top-notch, customer-focused operations team, directly contributing to our company's success.

What You'll Do:

• Improve How We Work: You'll look at how we do things now for customers and our team, find what's not working well or might be risky, and then make those processes better, easier, and more consistent. You'll also help us find ways to automate tasks with our digital teams.
• Keep Things Organised: You'll write clear, up-to-date guides (like "how-to" documents and FAQs) for all our processes. You'll also make sure everything we do follows the rules, especially Australian credit laws;
• Team Up for Quality & Rules: You'll work closely with our Quality Assurance and Compliance teams to fix any process issues related to quality or risk. This means figuring out why problems happen and helping create plans to fix them. You'll also translate complex rules into simple steps for our customer-facing teams;
• Work Together: You'll team up with our frontline staff, team leaders, and experts to test and fine-tune process changes. You'll make sure our processes fit well with any new systems, products, or company rules. Plus, you'll work with our Training and Quality teams to get new processes into training.
• Help Us Get Better: You'll help build a culture where everyone is always looking for ways to improve how we serve customers. You'll support rolling out new processes by helping with communication, training, and getting feedback. You'll also assist with testing and pilot programs before we fully launch new processes.

Join our team if you have:

• Experience in contact centre and digital customer service.
• A good grasp of process improvement (Lean/Six Sigma a plus).
• Understanding of Australian financial regulations, compliance, and risk.