Process & Capability Analyst

About the role 

This role supports Pay Originations by analysing, uplifting and maintaining end‑to‑end processes and system capabilities across Australia and New Zealand. You’ll play a key role in driving continuous improvement, market alignments, reducing defects and customer friction, and enabling faster, more efficient credit decisioning across the Originations journey.

Working closely with frontline teams, Quality, Technology, Cried Risk and offshore partners, you’ll translate insights into practical process improvements and clear documentation that embeds change into BAU operations.

Responsibilities:

• Analyse and uplift Pay Originations processes to improve efficiency, accuracy and agent experience across AU and NZ.
• Support alignment and standardisation of processes where possible, ensuring ease of adoption and sustainability.
• Leverage defect, complaint, QA and performance insights to identify and prioritise improvement opportunities.
• Contribute to ePOI optimisation initiatives through analysis, documentation and recommended changes.
• Partner with stakeholders including Genpact, Credit Risk, Pay Tech, Compliance, Product, Knowledge Management and Learning to deliver process and capability improvements.
• Prepare and maintain process maps, procedures, policies and supporting documentation to enable change embedding.
• Support capability rollouts, system migrations and project deliverables as a Pay Originations representative.
• Support the Manager to maintain a backlog of improvement opportunities, supporting sizing, prioritisation and benefits tracking.
• Ensure updates are clearly communicated and embedded into BAU operations with minimal disruption.

What you’ll bring: 

• Experience in process analysis, continuous improvement or operational excellence within financial services or a comparable regulated environment.
• Strong analytical capability, with the ability to interpret data, identify trends and turn insights into actionable improvements.
• Experience working in fast‑paced, changing environments with multiple competing priorities.
• A continuous improvement mindset and a proactive approach to identifying process gaps and inefficiencies.
• Strong stakeholder management and communication skills, with the ability to work effectively across onshore and offshore teams.
• High attention to detail and the ability to produce clear, user‑friendly documentation.
• Confidence translating complex operational or technical concepts into concise, practical guidance.
• Familiarity with automation concepts or AI‑ready process design (advantageous but not essential).

Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you!

Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, Win together, Pursue excellence, and Create tomorrow

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

Only open to Australian or New Zealand Permanent Residents or Citizens.