Operations Manager

Nice to meet you! We are Ascenda.

We are a global fintech company headquartered in Singapore. Help us transform how the world’s biggest financial brands engage their customers!

The thrill of saving up loyalty points for an exciting trip, or the joy of treating your loved one to a Michelin star dinner courtesy of a special offer – these are the magical moments that Ascenda makes possible. This is why we are here.

We make loyalty simple for banks, merchants and payment networks globally.

We turn things upside down with enterprise SaaS solutions rooted in beautiful design, exceptional customer value and easy implementation. Our products help financial services brands and merchants globally build deeper connections with billions of customers.

Join us as an Operations Manager in Melbourne

We’re looking for an Operations Manager to help manage the operational and project delivery side for one of our biggest accounts

You will coordinate with the client and internal stakeholders to oversee the smooth operational delivery of the program, plus scope and schedule incremental capability and program changes in an accurate and timely way.

Key Responsibilities

•  Manage all operational aspects of the program on behalf of the banking client
• Investigate and facilitate resolution of any issues or outages in an operational or technical manner to  agreed completion with the client
• Monitor and report on agreed contractual Service Level
• Management, oversight, and prioritization of product backlogs, change requests and other projects for the Rewards Program, have a thorough understanding of the solution, and act as a subject matter expert.
• Establish effective governance practices between the Service Provider and the banking client for future project phases and Change Requests.
• Capturing project requirements, scope, and objectives involving all stakeholders and translating requirements into project plans and other technical documents required for successful project delivery.
•  Serve as an internal champion for the Banking Client for contact center including all planning, issues escalation/resolution, reviews/reporting, and monitoring.
• Manage all fraud escalations and investigations jointly with the Banking Client's Setup and preparation for project and governance meetings, responsible for status reports and issues/risk log tracking and other project-related documents including oversight of all Service Provider projects for the Rewards program(s)
• Develop detailed action and milestone plans to monitor and track progress and circulate this information as needed.
• Identify risks and outline mitigation options and recommendations back to the banking client
• Provide effective triaging and impact assessments for all Change Requests , creation and maintenance of process maps for all operational processes, and interfaces between client and Service Provider in relation to the Banking Client’s Rewards Program(s).
• Maintenance of the BRD and FSD providing the overview in relation to procedures and Reward processing for the Banking client's Rewards Program(s) which can be reviewed by the banking client upon request.
• Facilitate escalations and resolve any project issues that may impact achieving delivery dates or SLAs.
• Ensure all project critical reviews and signoffs are achieved including business requirements, functional specifications (if applicable), test plans and test summary report, post-implementation review.
• Manage the delivery of the release cycle plan for the banking client for any Service Provider changes.
• In liaison with the banking client, scheduling projects for systems, enhancements to the Client’s Core Platform Database and other computer software programs associated in the running of the Rewards Program(s).

• Minimum 6+ years of Proven working experience in an operational/business analyst capacity

• Previous experience working in a fast-paced environment with account management skills is a must, ideally in an agency environment

• High competence in contractual obligations management, tracking progress and contributing to the improved performance where possible

• Excellent client-facing and internal communication skills, including presentation to senior management and C level

• Excellent written and verbal communication skills

• Ability to grasp overall technical solutions

• Solid organizational skills including attention to detail and multitasking skills

• Bachelor Degree in appropriate field of study or equivalent work experience

• Good in problem solving and analytical skills

• Willing to take initiative and work independently

• Attention to detail, intuitive and able to deliver results

• Experience with Jira, Trello and MS Project is desired

• Based in Melbourne

  
  

  What we offer

  • Competitive salary and benefits

  • Travel benefits

  • Flexible working environment

  • Comfortable working environment

  • Diverse and friendly working culture.

    
    

  About Ascenda

  Ascenda is a global provider of innovative loyalty solutions. The company operates premium rewards propositions for major financial services and travel brands worldwide. As a trusted partner empowering over 70 of the world’s leading rewards programs, Ascenda develops end-to-end loyalty solutions to address the most meaningful challenges facing global brands today.

  With a commitment to make loyalty simple, Ascenda’s solutions are easy to manage, fast to deploy and designed to deliver exceptional customer value. From end-to-end loyalty management to modular solutions such as the TransferConnect currency network, redemption capabilities, loyalty marketing and advisory, Ascenda supercharges the world’s leading loyalty programs to build enduring customer relationships.

  For more information, visit www.ascendaloyalty.com.