Who We Are

At Pepper Money, we've spent more than 26 years helping people achieve their goals. Today, we're one of Australia and New Zealand's leading non-bank lenders, supporting more than half a million customers with a range of lending solutions. While we're proud of our growth and success, it's our people, partnerships and willingness to do things differently that continue to drive us forward.

The Role The purpose of the Operations Improvement Team is to enable optimal customer experience outcomes for Pepper’s customers post-settlement. The Operations Performance & Improvement Specialist will assist in identifying and implementing process improvement opportunities, change readiness support and managing operational business support functions.

A key expectation of the role is to champion customer needs and utilise business and process improvement methodologies and toolsets. In addition, the role will support the team’s development through knowledge sharing and coaching and engage effectively with stakeholders and create and maintain a reputation as the internal consultant of choice by senior management for any problem solving or design initiatives.

This role commits to our mission of helping people succeed.

You’ll help us grow by improving what we offer, supporting your team and colleagues, and putting great experiences front and centre.

- Continuously identify and assess operational improvement opportunities by using lean principals to enhance processes and systems for efficiencies.

- Be a conduit between Business Stakeholders including Operations and IT by providing the following:
- business technical process support
- prioritisation of system / process improvements,

- review of defect solutions
- process change recommendations

- User Acceptance coordination (resource management)





- Facilitate training for UAT – Test script creation

- Communication of changes for business readiness

- Assisting the business by providing tools, templates and techniques as well as provide operational training support

- Support and champion the documentation of “As is” and “To Be” business processes to ensure business goals and objectives fulfilled, stakeholders engaged, and gaps analysed

About you
- At least 3-5 years’ experience in a similar role as a business analyst or systems analyst

- Strong stakeholder and communication skills, with the confidence to ask questions and facilitate conversations across operations, product and technology teams.

- An eye for detail and a natural ability to spot where a process, system or customer experience could work better.

- Experience translating business needs into clear business requirements, rather than technical specifications.

- Experience supporting process improvement, system enhancements or business change.

- Exposure to automation, voice bots, chatbots, conversational AI or digital customer servicing would be an advantage.

- Experience coordinating business testing or user acceptance testing and working through issues with technology teams.

- The ability to identify process risks and follow issues through from investigation to resolution.

- Financial services experience would be beneficial,



particularly where you’ve worked in a regulated or customer servicing environment.

Our values guide how we work, make decisions and support each other.

Can Do: We look for better ways of doing things and work together to deliver great outcomes.

Balanced: We set our customers up for success, crafting win-win outcomes that are both human and profitable.

Real: We keep it honest and respect everyone, building genuine connections.

Our Perks

We know that great work happens when people feel supported. That's why we offer benefits that help you grow your career, recognise your contribution and support your wellbeing, whatever stage of life you're in. Here's a snapshot of what you'll find at Pepper:

- Development: a full suite of development opportunities and a great team to learn from

- Recognition: Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I; initiatives

- Flexibility: Embrace our hybrid working model, flexible parental leave policies and purchased leave options

- Health and Wealth: Free gym membership, discounted health insurance policies, novated leasing and staff loan rates to manage your mind, body and wallet!

- Referral Bonus: Earn $2000 for referring great people.

If this role sounds like it’s for you and you have experience in tackling some of the day-to-day tasks, we want to hear from you.

For more information on Pepper visit www.peppermoney.com.au .

At Pepper, we're proud of the inclusive and diverse workplace we've built over the past 26 years. Creating a culture where people feel respected, supported and able to be themselves is part of who we are. It's reflected in our values, our people practices, and the way we work together every day.

📌 Operations Performance & Improvement Specialist (Parramatta)
🏢 Pepper
📍 Parramatta