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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer operations and account servicing, with a strong focus on banking processes and regulatory compliance. Proven ability to lead teams, drive performance improvements, and enhance customer outcomes through effective coaching and stakeholder collaboration.
Highest-signal resume keywords
Customer Operations ExperienceBanking Operations KnowledgeRegulatory Compliance ExpertiseStakeholder Management SkillsAnalytical Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ServicingPayments ProcessingProcess ImprovementOperational Data AnalysisIncident Management
Soft Skills
CoachingMentoringProblem-SolvingCommunicationInfluencing
Industry Keywords
Code of Banking PracticeAMLFATCAOperational ExcellenceCustomer Outcomes
About the role
Key responsibilities & impact- Act as the key escalation point & subject matter expert for complex account servicing matters
- Support the Team Manager with day-to-day operations, workforce planning & workflow management
- Monitor team performance, reporting, service levels & operational outcomes
- Coach, mentor & develop team members to build capability & drive high performance
- Identify & implement process improvements to enhance efficiency, controls & customer outcomes
- Support risk & compliance activities, including incident management, control reviews & regulatory obligations
- Partner with stakeholders across Operations, Front Office, Risk, Compliance & Technology to deliver outstanding service
Requirements
What you’ll need- 5+ years’ experience across customer operations, account servicing or payments processing
- Strong understanding of banking operations, processes & customer servicing
- Knowledge of the Code of Banking Practice, AML, FATCA & other relevant Australian regulatory requirements
- Proven ability to coach & positively influence others in a fast-paced environment
- Strong stakeholder management & problem-solving skills, with the ability to navigate competing priorities
- Excellent written, verbal & interpersonal communication skills
- Strong analytical skills, with the ability to interpret operational data, identify trends & turn insights into action
- Continuous improvement mindset & passion for delivering operational excellence & great customer outcomes
Benefits
Comp & perks- Hybrid working: A mix of work in our newly refurbished CBD office & at home
- Wellbeing leave: Extra days to support your health & work-life balance
- Education Assistance Program to support your growth
- Parental leave: Up to 14 weeks’ paid leave to support you & your family
- Additional leave options: Earn an extra week of annual leave & purchase up to two more
- Insurance cover: Employer-funded Death, TPD & Income Protection
- Workplace giving: Matched donations through our community giving program
- Annual wardrobe or equipment allowance
- Flu shot
- Gym passport discount
- Health insurance discounts