Specialist: Debit Order & Salary Switching

Overall Purpose of the Role

The Specialist: Debit Order & Salary Switching is responsible for the operational execution, monitoring, and continuous improvement of GoTyme Bank's Debit Order and Salary Switching processes. The role serves as the functional subject matter expert, ensuring the accurate and efficient processing of switching requests while maintaining compliance with operational, regulatory, and industry requirements.

Working within a highly automated environment, the Specialist focuses on managing exceptions, monitoring process performance, resolving operational issues, supporting customer outcomes, and identifying opportunities to improve efficiency and effectiveness.

The Specialist plays a critical role in ensuring a seamless customer switching experience while supporting operational excellence, risk management, and service delivery objectives.

Requirements

Experience and Skills Required

Experience

•2–4 years' experience in banking operations, payments, collections, debit orders, salary payments, or related financial services functions.

•Experience working with operational processes in a regulated banking environment.

•Understanding of debit order processing, payment systems, collections, and salary payment processes.

•Experience managing operational exceptions and investigating processing failures.

•Exposure to operational controls, compliance requirements, and risk management practices.

•Experience working with automated workflows and operational systems.

•Experience producing and interpreting operational reports and performance metrics.

•Experience supporting process improvement and operational efficiency initiatives.

•Experience working with cross-functional teams and stakeholders.

Responsibilities

•Operational Processing & Execution

•Execute and oversee daily Debit Order and Salary Switching activities.

•Ensure switching requests are processed accurately and within agreed service levels.

•Monitor workflow queues and operational performance to ensure timely completion of activities.

•Maintain process quality standards and operational accuracy.

Exception & Incident Management

•Monitor automated workflows and identify processing exceptions.

•Investigate and resolve operational incidents and process failures.

•Perform root cause analysis and recommend corrective actions.

•Escalate unresolved issues to the Team Lead where appropriate.

Operational Controls & Compliance

•Ensure compliance with internal policies, industry standards, and regulatory requirements.

•Perform operational control activities and quality assurance reviews.

•Support audit requests and compliance reviews.

•Maintain accurate operational records and documentation.

Stakeholder Support

•Engage with internal stakeholders regarding switching-related queries and issues.

•Support customer-facing teams with operational expertise and issue resolution.

•Collaborate with Product, Technology, Risk, Compliance, and Operations teams to resolve operational challenges.

•Act as a subject matter expert for Debit Order and Salary Switching processes.

Reporting & Insights

•Prepare operational reports and performance summaries.

Monitor key performance indicators and identify trends.

•Highlight risks, exceptions, and opportunities for improvement.

•Support management reporting and operational reviews.

Process Improvement & Automation

•Identify opportunities to improve operational efficiency and customer outcomes.

•Support testing and implementation of process enhancements and system changes.

•Assist in developing and refining operational procedures and controls.

•Contribute to continuous improvement and automation initiatives.

Business Continuity & Operational Resilience

•Support business continuity and disaster recovery activities.

•Ensure operational procedures remain current and effective.

•Participate in operational readiness activities for new products and process changes.

Key Success Measures

•Achievement of operational service level targets.

•High levels of processing accuracy and quality.

•Effective management of operational exceptions and incidents.

•Positive customer switching experience outcomes.

•Compliance with regulatory and operational control requirements.

•Timely resolution of stakeholder and operational queries.

•Identification and implementation of process improvements.

•Contribution to operational stability and efficiency objectives.

Skills

•Strong operational and analytical skills.

•Excellent attention to detail and accuracy.

•Effective problem-solving and root cause analysis capability.

•Strong organisational and time management skills.

•Ability to manage multiple priorities and deadlines.

•Strong communication and stakeholder engagement skills.

•Ability to work independently while collaborating effectively within a team environment.

•Proficiency in operational reporting and data analysis tools.

•Customer-centric mindset with a focus on service excellence.

•AI Proficiency

Qualifications

•Relevant tertiary qualification in Banking, Finance, Commerce, Business Administration, Operations Management, or a related field.

•Industry training or certifications in payments, banking operations, process improvement, or data analysis would be advantageous.