This is a Operations Analyst role with Woolworths Group based in Sydney, NSW, AU

== Woolworths Group ==

Role Seniority - intern

More About The Operations Analyst Role At Woolworths Group

Wpay - Connecting Merchants

Operations Analyst

About Wpay

Wpay is a retail payments platform designed for retailers. Our end-to-end solution will deliver seamless payments, administrative efficiencies and deeper customer engagement and understanding for businesses.

We’re building beyond payments - offering retail merchants a comprehensive, customisable, one-stop digital platform for creating and managing commerce experiences to help business flow.

We’re backed by Australia’s largest retail group - with over 1.3 billion transactions processed yearly, we’re Australia’s largest non-bank payments platform. The platform is built to evolve and continually deliver richer retail experiences.

We’re always looking for committed, talented people who want to help create better experiences for businesses and customers.

Together we can create Australia's leading buying, selling, saving and giving experiences every day.

About The Role

We are looking for an Operations Analyst focused on working with Product, Process Improvement, Customer Experience and Engineering teams to help support the smooth and efficient onboarding of new merchants onto Wpay systems which is a critical driver for volume growth and revenue across in-store and online merchants. They will be responsible for ensuring a seamless, secure and scalable merchant acquisition pipeline. They will work closely with downstream teams and system owners to ensure all merchant configuration is set up correctly enabling merchants to transact and get paid first time error free.

Key Responsibilities

- Merchant Onboarding & Integration: Ensuring that new merchants who sign up with Wpay are onboarded to Wpay systems within the agreed SLA timeframes. This involves taking proactive measures to ensure merchants progress through the onboarding process without delays.
- Collaborating Across Departments:



Work closely with various teams to get clarification when questions are raised regarding the information provided during merchant onboarding. This often involves going back to our partners to get the correct documentation.
- Incident Management & Troubleshooting: Work closely with Engineering teams to support the resolution of user-reported problems and technical issues within the merchant onboarding remit. This involves proper documentation and tracking of all incidents to identify root causes and prevent recurrence.

- Operational Support: Actioning of life cycle service requests post the onboarding of a merchant to handle any changes which have been requested such as changes to store details or terminal configuration data.
- Risk Management and Compliance: Ensuring compliance with Wpay’s Know You Customer (KYC) and Anti-Money Laundering (AML) responsibilities in line with our compliance programs.
- Continuous Improvement: Work closely with Process Improvement to support the creation of explicit and detailed documentation of workflows and Standard Operating Procedures (SOPs) and to foster a culture of continuous improvement.

About You The successful candidate will expertly navigate both technical and non-technical challenges, collaborating with cross-functional teams to proactively resolve issues and ensure merchants who sign up with Wpay are onboarded to Wpay systems without delays. They must demonstrate a strong commitment to operational efficiency and be able to apply technical troubleshooting skills to assist in identifying the root causes of user-reported problems within the merchant onboarding scope preventing their recurrence.

The successful candidate must also possess a sound knowledge of financial risk and compliance to ensure that all onboarded merchants adhere to the required regulatory mandates.

Essential





- Previous experience working within the FinTech, Payments or B2B SaaS Industry particularly in Banking or Finance.
- Familiarity with merchant payment systems and industry regulations (e.g., KYC, AML) is highly desirable.
- Strong analytical and problem solving abilities to identify, break down and resolve issues.
- Strong attention to detail in reviewing data and understanding workflows.
- Ability to collect, analyze and interpret data to identify trends and patterns to formulate and implement recommendations.
- Excellent written and verbal communication skills to effectively communicate with stakeholders any proposed recommendations or findings.
- Ability to work effectively with cross-functional teams and communicate with technical and non technical stakeholders.

Desirable

- Familiarity with the Google Workspace Environment
- Proficiency in Microsoft Excel and experience with project management tools (e.g., Jira, Confluence) is a plus.
- Proficiency in relevant software, such as process mapping tools and data analysis software eg: LucidChart or Miro.
- Demonstrable experience in working within an Agile Scrum framework.
- Previous experience in retail payments and servicing merchants.

Before we jump into the responsibilities of the role.

No matter what you come in knowing, you’ll be learning new things all the time and the Woolworths Group team will be there to support your growth. ? Please consider applying even if you don't meet 100% of what’s outlined ?

Key Responsibilities

- ? Merchant onboarding & integration
- ? Collaborating across departments
- ?️ Incident management & troubleshooting

Key Strengths

- ? Analytical skills
- ? Attention to detail
- ?️ Communication skills
- ☁️ Familiarity with Google Workspace
- ? Project management tools
- ⚙️ Agile Scrum framework

Why Woolworths Group is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to than just your resume. A Final Note: This is a role with Woolworths Group not with Hatch.

📌 Operations Analyst (Sydney)
🏢 Hatch
📍 Sydney