Payments Experience and Process Officer

Our government client is seeking for a Senior Payment Experience and Process Officer.

The Branch

The Payments Branch manages the manual processing of payments received from participants and providers. These payments are unable to be processed automatically through the business system and require manual intervention.

The Payments Experience and Process Officer will work within a team to identify and eliminate the causes of payments issues experienced by participants and providers, and work with stakeholders to make successful changes to the payments platform.

You will work according to an established team action plan, to develop and complete changes efficiently and on time, and assist to implement an ongoing program of enhancements to policies, processes and systems to improve user experience.

You will approach change with a positive mind-set and be accustomed to working in agile and fast paced environments where priorities quickly evolve. You will be customer focussed, and will mentor your junior team members to achieve organisational and individual goals. You will have a flexible and responsive approach to stakeholder needs and a demonstrated ability to build and sustain relationships with a wide range of internal and external stakeholders.

You will have experience working within a legislated environment, as well as experience in business analytics and/or process improvements.
Under the direction of the Team Leader, you will:
  • Undertake activities to develop a thorough understanding of payment policies and processes, and remain up to date with changing work practices and Branch functions.
  • Identify the root cause of existing payment issues, and design, develop and implement initiatives to eliminate the issues.
  • Implement the team action plan to meet key milestones, follows up on action items and tracks results.
  • Work with internal and external stakeholders to improve the current and future participant and provider payments experience.
  • Participate in professional supervision.
  • Work within a team and maintain a consistent and systematic approach.
  • Build team capacity through coaching and performance feedback.
  • Work in an autonomous manner to meet set deadlines and follow directions to deliver required workload.
  • Demonstrate a positive mind-set to change and promote a supportive and positive workplace.
  • Promote workplace practices consistent with agency policy and in accordance with Australian Public Service values and leadership behaviours
  • Ensure knowledge of and compliance with legislative, financial and administrative frameworks, government decision-making processes and agency guidelines and regulations.
  • Contribute to the development of team objectives and strategic planning.
  • Meet agreed key performance indicators.
  • Other duties as required.

Role based Melbourne.
Interested? If you have the skills and motivation we are looking for, please Apply Now. For more information, please contact Ronaldo Nicdao on 03 8319 7800 or via email ronaldo.nicdao @
Melbourne (Melbourne)