Senior Payments & Cash Operations Lead

ASB Bank; Auckland; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Wellbeing initiatives

Parental and flexible leave

Customisable benefits

Flexible working environment

Job summary

ASB Bank is seeking an Operations Senior to lead a high-performing Payments and Cash Support team. You’ll support and enable exceptional service while balancing customer, business and risk outcomes.

You’ll act as a trusted 2IC to your manager, driving performance, capability and process improvements. Ideal candidates have 3–5 years in operations within banking/financial services, strong customer service and stakeholders management, and a data-informed approach to decision making.

Qualifications

• 3–5 years’ experience in operations, ideally within banking, financial services, payments or cash operations.
• Strong customer service, stakeholder management and communication skills.
• Proven ability to deliver results with accountability and ownership.
• Strong problem-solving, attention to detail and data-informed decision making.

Responsibilities

• Deliver excellent customer and stakeholder outcomes across payment, cash and operational support activities.
• Act as a key escalation and decision point, applying sound judgement across service and risk considerations.
• Support the smooth running of operational work, including queue management and performance outcomes.
• Support payroll platform activity, client set-up requirements and Direct Debit exception management.
• Oversee cash-related processes: ATM loading, cash orders/returns, and related RBNZ activities.
• Support settlements across vaults with other banks and RBNZ.
• Assist trace requests, investigations and recovery of direct credits.
• Analyze operational performance and uplift service and productivity outcomes.
• Lead exception management, investigations and problem solving with end-to-end mindset.
• Support delivery of operational and change initiatives and embed improvements.
• Strengthen risk management, controls and compliance within the team.
• Support manager in building capability, culture and governance.

Skills

Operations experience

Customer service

Stakeholder management

Communication skills

Data-informed decision making

Job description

ASB Bank is seeking an Operations Senior to lead a high-performing Payments and Cash Support team. You’ll support and enable exceptional service while balancing customer, business and risk outcomes.

You’ll act as a trusted 2IC to your manager, driving performance, capability and process improvements. Ideal candidates have 3–5 years in operations within banking/financial services, strong customer service and stakeholders management, and a data-informed approach to decision making.