Process & Capability Analyst

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 opportunit...