Application and Onboarding Transformation

- Deliver initiatives that transform the application, verification and onboarding journey across Australia and New Zealand.
- Identify opportunities to simplify and automate application processes, reduce manual intervention and improve customer outcomes.
- Understand current-state application and onboarding processes and translate pain points into future-state requirements.
- Partner with Technology, Operations and third-party providers to design and implement new capabilities.
- Support transformation across the end-to-end journey, from application submission through verification, pending and decisioning.
- Ensure new processes and capabilities appropriately incorporate business, operational, risk and compliance requirements.

Income Verification and Decisioning Transformation

- Help drive the strategy and roadmap for transforming income verification and reducing unnecessary application pends.
- Support the implementation and evolution of automated income-verification capabilities, including third-party and bank-based data sources.
- Translate complex verification requirements into clear business rules and technology requirements.
- Identify opportunities to increase automated and instant decisioning and reduce reliance on manual review.
- Support the delivery and ongoing evolution of OCR and digital document-verification capabilities.
- Analyse verification outcomes, exceptions and application data to identify opportunities for further transformation.

Project and Change Delivery

- Lead transformation initiatives from opportunity identification and business-case development through requirements, approval, testing, launch and post-implementation review.
- Develop clear business requirements and work with Technology teams to translate them into deliverable solutions.
- Coordinate testing and implementation readiness across business, technology and operational teams.
- Navigate appropriate governance, risk and approval processes for current capabilities and process changes.
- Manage project milestones, risks, dependencies and actions, escalating where required.
- Track delivered benefits and use post-launch performance to identify further opportunities.

Data, Insights and Business Cases

- Use application, pend, cancellation, decisioning and operational data to identify transformation opportunities and prioritise investment.
- Develop business cases that articulate expected customer, operational and acquisition benefits.
- Monitor the performance of implemented capabilities and identify opportunities for further improvement.
- Partner with Analytics teams to ensure reporting, definitions and measures provide reliable information for business decisions.
- Translate complex analysis into clear recommendations for senior stakeholders.

Cross-Functional Partnership

- Build strong relationships across Technology, Product, Risk, Compliance, Credit, Operations, Analytics and Marketing.




- Work with subject-matter experts to understand complex regulatory, policy and operational requirements and translate these into practical customer and technology solutions.
- Partner with external providers where required to develop, test and implement new capabilities.
- Facilitate working sessions and bring together stakeholders to resolve complex cross-functional issues.
- Communicate transformation priorities, recommendations, risks and outcomes clearly to senior stakeholders.

RESPONSIBILITIES

Key Responsibilities

Application and Onboarding Transformation

- Deliver initiatives that transform the application, verification and onboarding journey across Australia and Current Zealand.
- Identify opportunities to simplify and automate application processes, reduce manual intervention and improve customer outcomes.
- Understand current-state application and onboarding processes and translate pain points into future-state requirements.
- Partner with Technology, Operations and third-party providers to design and implement new capabilities.
- Support transformation across the end-to-end journey, from application submission through verification, pending and decisioning.
- Ensure new processes and capabilities appropriately incorporate business, operational, risk and compliance requirements.

Income Verification and Decisioning Transformation

- Help drive the strategy and roadmap for transforming income verification and reducing unnecessary application pends.
- Support the implementation and evolution of automated income-verification capabilities, including third-party and bank-based data sources.
- Translate complex verification requirements into clear business rules and technology requirements.
- Identify opportunities to increase automated and instant decisioning and reduce reliance on manual review.
- Support the delivery and ongoing evolution of OCR and digital document-verification capabilities.
- Analyse verification outcomes, exceptions and application data to identify opportunities for further transformation.

Project and Change Delivery

- Lead transformation initiatives from opportunity identification and business-case development through requirements, approval, testing, launch and post-implementation review.
- Develop clear business requirements and work with Technology teams to translate them into deliverable solutions.
- Coordinate testing and implementation readiness across business, technology and operational teams.
- Navigate appropriate governance, risk and approval processes for new capabilities and process changes.
- Manage project milestones, risks, dependencies and actions, escalating where required.




- Track delivered benefits and use post-launch performance to identify further opportunities.

Data, Insights and Business Cases

- Use application, pend, cancellation, decisioning and operational data to identify transformation opportunities and prioritise investment.
- Develop business cases that articulate expected customer, operational and acquisition benefits.
- Monitor the performance of implemented capabilities and identify opportunities for further improvement.
- Partner with Analytics teams to ensure reporting, definitions and measures provide reliable information for business decisions.
- Translate complex analysis into clear recommendations for senior stakeholders.

Cross-Functional Partnership

- Build strong relationships across Technology, Product, Risk, Compliance, Credit, Operations, Analytics and Marketing.
- Work with subject-matter experts to understand complex regulatory, policy and operational requirements and translate these into practical customer and technology solutions.
- Partner with external providers where required to develop, test and implement new capabilities.
- Facilitate working sessions and bring together stakeholders to resolve complex cross-functional issues.
- Communicate transformation priorities, recommendations, risks and outcomes clearly to senior stakeholders.

QUALIFICATIONS

Minimum Qualifications

- Strong project-management skills and demonstrated ability to deliver complex, cross-functional initiatives.
- Strong analytical and problem-solving capability, with confidence using data to identify issues and develop recommendations.
- Ability to understand complex business processes and translate them into clear requirements and solutions.
- Excellent stakeholder-management skills and the ability to work effectively across Technology, Risk, Compliance, Operations and business teams.
- Strong written and verbal communication skills, including the ability to simplify complex issues for different audiences.
- Highly organised, with strong attention to detail and the ability to manage multiple priorities.
- Comfortable working through ambiguity and proactively driving work forward.
- Customer-first mindset with a passion for improving how things work.

Preferred Qualifications

- Experience in transformation, digital product, project delivery, business analysis, operations or a related field.
- Experience in financial services or another regulated environment.
- Exposure to digital applications, customer onboarding, credit decisioning or verification processes.
- Experience delivering automation or process-transformation initiatives.
- Familiarity with technology delivery, APIs and third-party data or verification solutions.
- Strong Excel and PowerPoint skills.

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📌 Assistant Manager - Application Transformation, ICS Acquisition (15 Month Secondment/Contract) (Sydney)
🏢 American Express
📍 Sydney