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.

Requirements

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.