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About the role
Key responsibilities & impact- Analyse and uplift Pay Originations processes to improve efficiency, accuracy and agent experience across AU and NZ.
- Support alignment and standardisation of processes where possible, ensuring ease of adoption and sustainability.
- Leverage defect, complaint, QA and performance insights to identify and prioritise improvement opportunities.
- Contribute to ePOI optimisation initiatives through analysis, documentation and recommended changes.
- Partner with stakeholders including Genpact, Credit Risk, Pay Tech, Compliance, Product, Knowledge Management and Learning to deliver process and capability improvements.
- Prepare and maintain process maps, procedures, policies and supporting documentation to enable change embedding.
- Support capability rollouts, system migrations and project deliverables as a Pay Originations representative.
- Support the Manager to maintain a backlog of improvement opportunities, supporting sizing, prioritisation and benefits tracking.
- Ensure updates are clearly communicated and embedded into BAU operations with minimal disruption.
Requirements
What you’ll need- Experience in process analysis, continuous improvement or operational excellence within financial services or a comparable regulated environment.
- Strong analytical capability, with the ability to interpret data, identify trends and turn insights into actionable improvements.
- Experience working in fast‑paced, changing environments with multiple competing priorities.
- A continuous improvement mindset and a proactive approach to identifying process gaps and inefficiencies.
- Strong stakeholder management and communication skills, with the ability to work effectively across onshore and offshore teams.
- High attention to detail and the ability to produce clear, user‑friendly documentation.
- Confidence translating complex operational or technical concepts into concise, practical guidance.
- Familiarity with automation concepts or AI‑ready process design (advantageous but not essential).
Benefits
Comp & perks- Flexible working environment
- Comprehensive suite of employee benefits
- Employee assistance program
- Congratitude recognition program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
process analysiscontinuous improvementoperational excellencedata interpretationtrend identificationprocess mappingdocumentationautomation conceptsAI-ready process design
Soft Skills
analytical capabilitystakeholder managementcommunication skillsattention to detailproactive approachability to work in fast-paced environmentsability to produce user-friendly documentationconfidence in translating complex concepts