Senior Operations Analyst in Sydney

We are looking for a Senior Operations Analyst to support the accurate, timely and scalable execution of merchant settlement, billing and reconciliation operations across Wpay’s payment platform. In this role, you will act as a senior escalation point for complex settlement and billing issues, driving investigation and resolution of operational incidents, identifying root causes and implementing preventative measures to improve platform stability and operational efficiency. The role will also play a critical part in supporting operational readiness for new products, pricing models and partner configurations, ensuring operational processes evolve alongside Wpay’s growth. As a senior member of the team, you will mentor Operations Analysts, contribute to continuous improvement initiatives and help strengthen operational governance, controls and reporting capabilities across the Settlement & Billing domain.

Key responsibilities include:

• Mentorship and Guidance: Provide mentorship and technical guidance to Operations Analysts across settlement, billing and reconciliation processes.
• Settlement and Billing Operations: Ensure settlement, billing and reconciliation activities are completed accurately and within SLA timeframes.
• Operational Monitoring and Reconciliation: Monitor settlement and billing workflows, investigating and resolving discrepancies and reconciliation breaks.
• System Validation & Controls: Ensure appropriate validations and operational checks are performed across partner, merchant and store configurations to support accurate settlement, billing and reconciliation outcomes.
• Incident Management and Troubleshooting: Lead investigation and resolution of operational incidents, performing root cause analysis and implementing preventative measures.
• Metrics Analysis & Reporting: Develop operational reporting and insights to identify trends, risks and opportunities to improve efficiency, controls and customer outcomes.
• Partner and Merchant Support: Support internal teams and external partners with settlement and billing queries and escalations for complex investigations.
• Risk Management and Compliance: Ensure adherence to operational and financial controls, policies and regulatory obligations, escalating gaps where required.
• Continuous Improvement: Champion a culture of operational excellence by documenting workflows, refining SOPs and supporting improvement initiatives.
• Change and Operational Readiness: Support operational readiness for new products, pricing models and settlement capabilities.

What you’ll bring:

The successful candidate will demonstrate the ability to navigate both technical and operational challenges within a fast paced payments environment, acting as a trusted advisor and escalation point across settlement and billing operations. As a senior member of the team, they will combine operational discipline with a continuous improvement mindset, helping evolve processes, controls and reporting capabilities. They will work collaboratively across Product, Engineering, Finance, Treasury and Operations teams to deliver accurate financial outcomes and strong merchant experiences. The successful candidate will also demonstrate strong attention to detail, a deep understanding of operational risk and financial accuracy, and the ability to communicate clearly with both technical and non-technical stakeholders.

• Proven experience in the FinTech, Payments, Banking or Financial Services industry, ideally within settlement, billing, reconciliation or payment operations functions.
• Strong understanding of merchant acquiring, payment settlement flows and billing processes.
• Experience working with operational reporting, reconciliations and large datasets to identify trends, discrepancies and improvement opportunities.
• Strong stakeholder management and communication skills, with the ability to engage effectively across Operations, Product, Engineering, Finance and external partners.
• Proficiency in Microsoft Excel and experience with project management platforms (e.g., Jira, Confluence) to support structured delivery and experience in working within an Agile Scrum framework.
• Experience with process mapping and data visualization tools (e.g., LucidChart, Miro) to document workflows and drive continuous improvement initiatives.
• Familiarity with emerging AI and agentic tooling, with an interest in how automation and intelligent workflows can improve operational efficiency and customer outcomes.

Woolworths Group is an inclusive, team-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all of the requirements above, we urge you to please still submit your application.

What you’ll experience:

Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work:

• A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home, supporting both in-person connection and balancing the flexibility that remote working provides for our teams.
• High-impact role supporting our teams who enrich our communities.
• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.
• A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.
• A progressive and competitive leave policy that gives you more space for what matters to you.
• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential. We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.