About the role This role supports Pay Originations by analysing, uplifting and maintaining end‑to‑end processes and system capabilities across Australia and New Zealand. You’ll play a key role in driving continuous improvement, market alignments, reducing defects and customer friction, and enabling faster, more efficient credit decisioning across the Originations journey. Working closely with frontline teams, Quality, Technology, Cried Risk and offshore partners, you’ll translate insights into practical process improvements and clear documentation that embeds change into BAU operations. Responsibilities 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. What you’ll bring 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). While we value completeness, if you have most of the above and are confident, you’d be a good fit and we’d love to hear from you. Benefits Flexible working environment. Competitive compensation. Superannuation and short‑term incentives. Flexible working policies and a comprehensive employee assistance program. 'Congratitude' recognition program to reinforce teamwork and achievement. Safe, healthy, engaging, and productive working environment across home and office settings. Legal and Eligibility Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. This role is only open to Australian or NewZealand permanent residents or citizens. #J-18808-Ljbffr