About the role
This role is responsible for establishing and leading the Merchant Support function across Australia and New Zealand, overseeing a team of 10 Specialists across onshore and offshore locations. You will lead a 7‑day blended support model, delivering high‑quality, compliant and efficient merchant servicing for retail partners and Latitude Account Managers. The role drives performance, risk oversight, development and continuous improvement.
Responsibilities:
- Build and deliver plans to achieve AU/NZ process and service parity, including cross‑skilling for Merchant Servicing.
- Lead onshore/offshore Merchant Support Consultants to deliver consistent support across a 7‑day model.
- Drive performance across phone, chat and email channels to meet SLAs, productivity and quality targets.
- Act as escalation point for complex merchant, Account Manager, B2B Field Team and Program Leader enquiries.
- Oversee resolution of operational/technical issues including portal access, sales processing, reversals, promotions, settlements and credit balance enquiries.
- Present performance insights and action plans to stakeholders including Partnerships.
- Drive continuous improvement to strengthen merchant experience and operational efficiency partnering with internal stakeholders including Process & Capability, Quality, Partnerships and Program Teams.
- Oversee workforce planning, roster management and capacity alignment to meet demand.
- Embed coaching, QA and feedback rhythms to uplift capability and performance.
- Ensure adherence to regulatory, compliance, audit and risk requirements, including controls oversight.
- Maintain accurate record‑keeping and system updates across SMP, Vision, Activate and related systems.
- Build a positive, high‑performing team culture aligned to company values.
What you’ll bring:
- Proven experience leading operational or contact‑centre teams within financial services or merchant support environments.
- Strong understanding of retail finance, merchant operations and/or originations processes.
- Experience leading teams across multiple locations, including offshore support models.
- Demonstrated experience managing SLAs, AHT, quality, adherence and productivity metrics.
- Strong risk and compliance mindset with experience operating in regulated environments.
- Confident stakeholder management and escalation handling across teams.
- Strong analytical and problem‑solving capability.
- Experience driving continuous improvement within operational environments.
- Ability to work collaboratively across functions to deliver business outcomes.
Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you!
Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, Win together, Pursue excellence, and Create tomorrow
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
Only open to Australian or New Zealand Permanent Residents or Citizens.
