Lead: Debit Order & Salary Switching

Overall Purpose of the Role

The Lead: Debit Order & Salary Switching is responsible for the operational management, performance, and continuous improvement of GoTyme Bank's Debit Order and Salary Switching function. The role provides day-to-day leadership of the team while ensuring the effective execution of switching activities, operational controls, service delivery standards, and regulatory compliance requirements.

The Lead will oversee a highly automated operation, focusing on operational oversight, exception management, stakeholder engagement, risk management, and process optimisation. The role is accountable for ensuring customers experience a seamless switching journey while maintaining operational excellence and supporting the bank's strategic growth objectives.

As the primary point of accountability for the function, the Lead will drive team performance, foster a culture of continuous improvement, and work closely with internal and external stakeholders to ensure the successful delivery of debit order and salary switching services.

Experience and Skills Required

Experience

• •3–5 years' experience in banking operations, payments, collections, debit orders, salary payments, or related financial services environments.
• •Proven experience managing operational processes within a regulated banking environment.
• •Experience leading or supervising operational teams.
• •Strong understanding of debit order processing, salary switching, payment systems, and industry standards.
• •Experience working with automated workflows, AI-enabled processes, and exception management.
• •Exposure to operational risk management, governance frameworks, compliance requirements, and audit processes.
• •Demonstrated experience driving process improvements, operational efficiencies, and automation initiatives.
• •Experience managing stakeholder relationships across Operations, Product, Technology, Compliance, Risk, and external partners.
• •Experience analysing operational performance metrics and implementing corrective actions.

Responsibilities

Operational Leadership

• •Build a new Debit Order and Salary Switching team.
• •Lead and manage the Debit Order and Salary Switching team.
• •Establish and maintain effective operational processes and controls.
• •Ensure daily operational activities are completed accurately and within agreed service levels.
• •Monitor operational performance and take corrective action where required.
• •Act as the primary escalation point for operational issues and customer-impacting incidents.

Team Management

• •Recruit, onboard, coach, and develop team members.
• •Manage team performance against agreed objectives and key performance indicators.
• •Foster a culture of accountability, collaboration, and continuous improvement.
• •Conduct regular performance reviews and development discussions.

Operational Risk & Compliance

• •Ensure adherence to regulatory requirements, industry standards, and internal policies.
• •Monitor operational risks and implement mitigating controls.
• •Support internal and external audit activities.
• •Ensure operational processes maintain appropriate governance and control standards.

Stakeholder Management

• •Build and maintain effective relationships with internal and external stakeholders.
• •Collaborate with Product, Technology, Compliance, Risk, Customer Operations, and Payments teams.
• •Manage service delivery expectations and communicate operational performance effectively.
• •Represent the function in operational forums and working groups.

Process Improvement & Automation

• •Identify opportunities to improve operational efficiency and customer experience.
• •Drive continuous improvement initiatives and automation enhancements.
• •Support the implementation of new products, system enhancements, and operational changes.
• •Monitor the effectiveness of automated processes and ensure appropriate exception handling controls are in place.

Reporting & Performance Management

• •Produce and review operational performance reports.
• •Monitor key operational metrics, trends, and service levels.
• •Provide insights and recommendations to improve performance and customer outcomes.
• •Track and report on risk, quality, and operational efficiency indicators.

Business Continuity & Resilience

• •Support business continuity planning and operational resilience requirements.
• •Ensure appropriate contingency plans are maintained and tested.
• •Manage operational incidents and coordinate recovery activities where required.

Key Success Measures

• •Achievement of agreed service level targets.
• •High levels of operational accuracy and quality.
• •Effective management of operational risk and compliance requirements.
• •Positive customer switching experience outcomes.
• •Reduction in operational incidents and processing exceptions.
• •Successful implementation of process improvements and automation initiatives.
• •Strong stakeholder satisfaction and engagement.
• •High levels of team performance, capability, and engagement.

Skills

• •Strong leadership and people management capability.
• •Excellent problem-solving and decision-making skills.
• •Strong analytical and reporting skills.
• •Effective stakeholder engagement and communication skills.
• •Ability to manage competing priorities in a fast-paced environment.
• •High attention to detail and operational discipline.
• •Strong risk and control mindset.
• •Ability to lead change and continuous improvement initiatives.
• •Proficiency in operational reporting and data analysis tools.
• •AI Proficiency

Qualifications

• •Relevant tertiary qualification in Commerce, Banking, Finance, Business Administration, Operations Management, or a related field.
• •Leadership, payments, banking operations, Lean Six Sigma, or project management certifications would be advantageous.