Operations Analyst

We Are Woolworths Group

We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’ It’s that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

If you’re excited to turn today’s blue sky thinking into a better tomorrow for future generations, you’ll find yourself supported and enriched in a dynamic, inclusive and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

About Wpay

Wpay is a retail payments platform designed for retailers. Our end-to-end solution will deliver seamless payments, administrative efficiencies and deeper customer engagement and understanding for businesses.

We’re building beyond payments - offering retail merchants a comprehensive, customisable, one-stop digital platform for creating and managing commerce experiences to help business flow.

We’re backed by Australia’s largest retail group - with over 1.3 billion transactions processed yearly, we’re Australia’s largest non-bank payments platform. The platform is built to evolve and continually deliver richer retail experiences.

We’re always looking for committed, talented people who want to help create better experiences for businesses and customers. Together we can create Australia's leading buying, selling, saving and giving experiences every day.

What you’ll do

We are looking for an Operations Analyst to support the accurate, timely and scalable execution of merchant settlement, billing, chargeback and reconciliation operations across Wpay’s payment platform.

In this role, you will work across settlement, billing, and chargeback functions, partnering closely with Product, Finance, Treasury, Engineering, Production Support, and Customer teams to ensure merchants and partners are settled correctly, invoices are generated accurately, and operational processes are executed in line with agreed service levels and controls. You will help investigate and resolve daily settlement, chargeback, and billing issues, supporting operational incident resolution and contributing to process improvements that enhance platform stability and operational efficiency.

The role will also support operational readiness for new products, pricing models, and partner configurations, ensuring operational processes evolve alongside Wpay’s growth. As a core member of the team, you will execute daily operational checks, refine Standard Operating Procedures (SOPs), and help strengthen operational governance, controls, and reporting capabilities across the Settlement, Billing, and Chargeback domains.

Key Responsibilities

- Settlement, Billing and Chargeback Operations: Support day-to-day settlement, billing, chargebacks, and reconciliation activities to ensure they are completed accurately and within SLA timeframes.
- Operational Monitoring and Reconciliation: Monitor settlement, chargeback, and billing workflows, investigating and resolving day-to-day discrepancies and reconciliation breaks.
- System Validation & Controls: Perform operational checks and validations across partner, merchant, and store configurations to support accurate settlement, billing, chargeback processing, and reconciliation outcomes.
- Incident Support and Troubleshooting: Assist with the investigation and resolution of operational incidents, supporting root cause analysis to prevent recurrence.
- Metrics Analysis & Reporting: Assist in preparing operational reporting and insights to track performance, identify trends, and surface potential risks or operational efficiencies.
- Partner and Merchant Support: Support internal teams and external partners with settlement and billing queries and escalations for complex investigations.
- Risk Management and Compliance: Adhere strictly to operational and financial controls, compliance policies, and regulatory obligations, escalating gaps or discrepancies as required.
- Continuous Improvement: Contribute to a culture of operational excellence by maintaining clear workflow documentation, updating SOPs, and assisting with continuous improvement initiatives.
- Operational Readiness: Support testing and operational readiness activities for new products, pricing models, chargeback workflows, and settlement capabilities.

What you’ll bring

The successful candidate will demonstrate the ability to navigate both technical and operational tasks within a fast-paced payments environment. They will possess strong analytical and problem-solving capabilities, with the ability to investigate reconciliation discrepancies, interpret operational data, and support the timely resolution of chargeback, billing, and settlement issues.

They will combine operational discipline with a collaborative mindset, working closely across Product, Engineering, Finance, Treasury, and Operations teams to deliver accurate financial outcomes and positive merchant experiences.The successful candidate will also demonstrate strong attention to detail, a solid understanding of operational risk and financial accuracy, and the ability to communicate clearly with cross-functional stakeholders.

- Experience in the FinTech, Payments, Banking or Financial Services industry, ideally within settlement, billing, reconciliation or payment operations functions.
- Good understanding of merchant acquiring, payment settlement flows, chargeback rules, and billing processes.
- Strong analytical and problem solving skills with a hands-on approach to identifying and resolving operational issues.
- High attention to detail and commitment to financial accuracy and operational integrity.
- Experience working with operational data, reconciliations, and datasets to identify discrepancies and trend insights.
- Strong communication and stakeholder management skills to engage effectively across internal teams and external partners.
- Ability to prioritize effectively and work well in dynamic operational environments.

Desirable

- Familiarity with the Google Workspace Environment.
- Proficiency in Microsoft Excel and experience with project management platforms (e.g., Jira, Confluence).
- Experience with process mapping tools (e.g., Lucidchart, Miro) to document operational workflows.
- Familiarity with working within an Agile Scrum framework.
- Interest in emerging AI, automation, and intelligent workflow tools that improve operational efficiency.

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.