Operations Analyst

Outsized Sydney, New South Wales, Australia

Operations Analyst

Our client, Australia's largest retail payments platform is seeking a motivated Operations Analyst to join their team on a 6-month contract, focusing on merchant onboarding and operational optimisation.

The role will ensure that new merchants are seamlessly integrated into Wpay's systems, enabling error-free transactions and sustained business growth.

Key Activities

Merchant Onboarding & Integration : Manage end-to-end onboarding of new merchants, ensuring timely completion within SLA and seamless configuration for first-time-right transactions.

Cross-Functional Collaboration : Work with Product, Process Improvement, Customer Experience, and Engineering teams to resolve data queries and documentation issues.

Incident Management : Support troubleshooting of user-reported issues, maintaining detailed incident records and assisting in root-cause analysis.

Operational Support : Action lifecycle service requests post-onboarding, including updates to store or terminal configuration details.

Compliance & Risk : Uphold KYC and AML compliance requirements across onboarding workflows in line with Wpay's governance standards.

Continuous Improvement : Create and maintain SOPs and process documentation, collaborating with Process Improvement teams to streamline workflows.

Reporting & Analysis : Use Excel and data analysis tools to identify operational trends, gaps, and performance metrics for management insights.

Your Background

3–4 years' experience in FinTech, Payments, or B2B SaaS environments, ideally in Banking or Financial Services.

Strong Excel skills and familiarity with tools such as Postman for API validation.

Excellent documentation, analytical, and problem-solving skills.

Proven ability to work collaboratively across business and technical teams.

Strong attention to detail with the ability to identify and resolve workflow inefficiencies.

Excellent communication skills for liaising with cross-functional and non-technical stakeholders.

Experience with merchant payment systems, KYC / AML compliance, or retail payments.

Proficiency in Jira, Confluence, Google Workspace, and process-mapping tools (e.g., Lucidchart, Miro).

Exposure to Agile Scrum delivery frameworks.

Experience in data interpretation, reporting, and trend analysis to support decision-making.

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