Implementation Specialist

About the team

The Chief Operations & Risk Office (CORO) is responsible for the delivery of our core services and the management of all operational and risk functions. The team ensures a seamless and efficient experience for our customers, from onboarding and support to payment processing and fraud prevention, driving reliability and scalability as we grow.

Your mission

As an Implementation Specialist, you will function as a dedicated specialist for new and existing premium and complex merchants, supporting them throughout their comprehensive implementation process. You will act as the single point of contact for merchants during implementation, taking end-to-end responsibility to provide excellent service while ensuring seamless delivery of new services.

Reporting to the Customer Transition Manager, you will take care of the setup of new services by aligning with merchants to fully understand their needs and then deliver these services with precision and excellence. You will coordinate and manage internal and external stakeholders through strong communication skills while escalating internally when encountered issues require resolution, ensuring merchants receive an outstanding customer experience throughout their implementation journey.

Areas of responsibility

Implementation Management & Customer Engagement

• Serve as the single point of contact for key merchants in the context of onboarding projects, ensuring seamless communication and relationship management throughout the implementation lifecycle.

• Conduct comprehensive scope meetings and ensure that the right departments within ANZ Worldline are involved to support successful project delivery and merchant requirements.

• Hold regular meetings with merchants to inform on status quo and provide a platform to raise issues, maintaining transparent communication and proactive engagement.

• Take end-to-end responsibility for providing merchants with excellent service while managing complex implementation requirements and ensuring quality delivery outcomes.

Issue Resolution & Escalation Management

• Act as an escalation point for key merchants in case of issues with project roll-out, helping to solve problems with urgency and determination.

• Ensure correct escalation of issues to upper management and maintain diligent follow-up on operational risks and resolution pathways.

• Proactively identify potential implementation challenges and work collaboratively to implement solutions that minimize impact on merchant experience.

Stakeholder Coordination & Collaboration

• Work in close cooperation with Key Account Managers and Customer Success Managers to ensure merchants receive adequate service and comprehensive support.

• Coordinate with Sales teams when missing documents are required and work directly with merchants when additional information is needed for implementation success.

• Foster positive work and team culture, welcome feedback and actively strive to improve customer experience through continuous improvement initiatives.

Project Administration & Quality Assurance

• Follow up on invoices sent to merchants and provide additional information to customers when invoiced items require clarification or explanation.

• Ensure that quality services are delivered in line with agreed Service Level Agreements (SLAs) and performance standards.

• Guarantee high customer experience levels through increased customer satisfaction and implementation excellence.

• Manage multiple implementation projects following proper project methodology while maintaining attention to detail and accuracy.
  
  

What you’ll need

Skills and Experience

• Proven experience in Financial Services background with understanding of industry practices and regulatory requirements.

• Extensive experience in managing small to medium projects following proper project methodology with demonstrated success in implementation environments.

• Strong organizational skills with proven ability to handle multiple priorities and deliver solution-oriented outcomes under pressure.

• Proven experience proactively taking ownership of tasks, managing them to completion and delivering under tight timelines with consistent quality standards.

• Knowledge of Commercial Cards/Merchant Services Industry and processes is preferred.

Attributes

• Strong relationship builder with excellent communication skills and ability to engage effectively with diverse stakeholders at various organizational levels.

• High attention to detail and accuracy with commitment to quality delivery and exceptional customer service standards.

• Solution-oriented professional with ability to navigate complex implementation challenges and deliver positive outcomes.

• Proactive mindset with strong ownership mentality and commitment to continuous improvement and customer experience enhancement.

• Collaborative team player with positive attitude and ability to foster constructive work culture and welcome feedback constructively.

• Results-oriented approach with focus on achieving implementation milestones and maintaining customer satisfaction throughout project lifecycle.

Qualifications

• Tertiary qualification in Business, Finance, Technology or related field.
  
  

Our values

At ANZ Worldline Payment Solutions, we live our values, and they set the framework for how we work with each other, our partners, and our customers:

• Innovation

• Excellence

• Cooperation

• Empowerment

We’re passionate about continuous growth and improvement. As we evolve, our jobs and functions may change over time. This document aims to capture the key scope, functions and impact of a role.

We hope you’ll join us on this journey - and encourage you to talk with your manager or our People team about changes, ideas, or if you feel a job description needs updating.