ASB Bank Looking for Operations Specialist – Payment & Cash Operations at Auckland, New Zealand Full Time

At ASB, we’re all about doing what we can to help our customers get “One Step Ahead” by giving them the tools they need to manage their lives and plans for their families and future.  

Are you passionate about driving change and achieving impactful outcomes? ASB is seeking a dedicated Operations Specialist to lead initiatives that enhance efficiency, elevate customer experience, and ensure regulatory compliance across our Payments & Cash Operations teams.

You will be instrumental in managing risks, supporting automation initiatives, and providing domain expertise to optimise our services and processes.

If you’ve always wanted to apply your skills to a large-scale Kiwi success story, then today is your lucky day – apply now to play a key role in transforming ASB’s Operations!

Mo te tūranga | About the role:

Your Key Responsibilities Will Include

• Provide expert knowledge in product, process, systems, and risk to support the manager in achieving strong business outcomes.
• Balance service, business, policy, and risk considerations through sound judgment and decision-making.
• Contribute insights and ideas to challenge the status quo and improve customer service.
• Demonstrate a growth mindset and collaborate effectively to meet customer expectations and drive continuous improvement.
• Support automation and digital capability development through initiative execution.
• Assist in developing business plans, governance, and culture within the team.
• Serve as a reference point for project, case, issue, or complaint escalations requiring domain expertise.
• Manage risks to ensure compliance with legislation and bank policies, implementing robust controls and reporting mechanisms.

Ngā mea kia whai angitū ahau? | What do I need to be successful?

• Proven experience in leading or representing business initiatives that enhance outcomes, ensure compliance, and align with strategic goals.
• Experience in managing and communicating project performance, and coordinating or testing new systems functionality (UAT, systems).
• Demonstrated excellence in customer service and handling of inquiries, complaints, and issues.
• Skilled in exception management, investigations, and problem-solving with a strong process understanding.
• Ability to support continuous improvement culture through lean, agile, DMAIC, human-centered design, and data analysis.
• Strong stakeholder and relationship management skills with effective communication.
• Proactive contributor with a proven track record of accountability and collaboration.
• Solid problem-solving and data analysis skills with a strategic and operational mindset.
• Familiarity with operations management frameworks, methodologies, and practices. Yellow belt or higher accreditation preferred.
• 3-5 years of experience in customer/operations roles within banking, financial services, shared services, or technology.
• Understanding of digital technologies such as workflow, smart forms, robotics, and AI.
• Change management and requirement gathering skills would be advantageous

Te mahi ki ASB | Working for ASB

ASB is grounded in our values (caring, integrity, passion, courage and united). They guide our day-to-day interactions with our team, customers and community. They are what makes ASB – ASB.  

We offer a flexible and supportive work environment as well as an open and inclusive culture; a place where we welcome and value your individuality, ideas and goals.  

We also have a wide range of market leading benefits including health insurance, banking benefits, 5 days “you do you leave” and a $500 “your choice” benefit which is renewed annually. To find out more, click here.

Ready to take your career to the next level? Apply today and become part of a team where your skills, experience, and ideas will make a real difference!

Me pēhea te tono | How to apply?

For more information on responsibilities and requirements see the attached position description, please note that all applications must be received via our careers site online.

If this role sounds like it might be the one for you then please click “apply”… we’d love to hear from you!

Successful candidates will be required to undertake several pre-employment checks which will include but are not limited to; Police Check, Credit Check, AML Compliance, Verification of your qualifications and may include checks both here in New Zealand and overseas.