About the role This role is responsible for establishing and leading the Merchant Support function across Australia and New Zealand, overseeing a team of 10 Specialists across onshore and offshore locations. You will lead a 7‑day blended support model, delivering high‑quality, compliant and efficient merchant servicing for retail partners and Latitude Account Managers. The role drives performance, risk oversight, development and continuous improvement. Responsibilities: Build and deliver plans to achieve AU/NZ process and service parity, including cross‑skilling for Merchant Servicing. Lead onshore/offshore Merchant Support Consultants to deliver consistent support across a 7‑day model. Drive performance across phone, chat and email channels to meet SLAs, productivity and quality targets. Act as escalation point for complex merchant, Account Manager, B2B Field Team and Program Leader enquiries. Oversee resolution of operational/technical issues including portal access, sales processing, reversals, promotions, settlements and credit balance enquiries. Present performance insights and action plans to stakeholders including Partnerships. Drive continuous improvement to strengthen merchant experience and operational efficiency partnering with internal stakeholders including Process & Capability, Quality, Partnerships and Program Teams. Oversee workforce planning, roster management and capacity alignment to meet demand. Embed coaching, QA and feedback rhythms to uplift capability and performance. Ensure adherence to regulatory, compliance, audit and risk requirements, including controls oversight. Maintain accurate record‑keeping and system updates across SMP, Vision, Activate and related systems. Build a positive, high‑performing team culture aligned to company values. What you’ll bring: Proven experience leading operational or contact‑centre teams within financial services or merchant support environments. Strong understanding of retail finance, merchant operations and/or originations processes. Experience leading teams across multiple locations, including offshore support models. Demonstrated experience managing SLAs, AHT, quality, adherence and productivity metrics. Strong risk and compliance mindset with experience operating in regulated environments. Confident stakeholder management and escalation handling across teams. Strong analytical and problem‑solving capability. Experience driving continuous improvement within operational environments. Ability to work collaboratively across functions to deliver business outcomes. 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.
