General Manager - Operations Customer Support

Location
Sydney NSW
 
Full job description
The Game Changers:

Australian Payments Plus (AP+) is here to shape the future of payments for Australia. We aim to deliver more innovation to Australia’s payments ecosystem, for the collective benefit of Australian businesses, government and consumers.

Our solutions include Australia’s domestic debit network, real-time, data rich payments infrastructure, secure bill payments, digital identity verification, QR payments and experiences and open wallet solutions. It’s a new chapter with more possibilities.

Life @ AP+:

We are one connected team in pursuit of one inspiring purpose – to unite people and technology to power better experiences. Each of us has a part to play in making that happen. You’ll be encouraged to bring your big ideas forward and make a difference through your work. Taking steps forward in your career whilst still having room for fun, friendships, and flexibility in your daily life.

We’re driven by our core values: lead with heart, learn for tomorrow and live our legacy. A purpose like ours takes the inspired impact of an incredible team. Ready to change the game? We’re ready to help you do it.

The Purpose:

We are seeking an experienced and strategic leader to head up a critical operational and service delivery function within a dynamic, customer-focused organisation operating in the payments sector.

As General Manager, Operations Customer Support, you will play a pivotal role in shaping and delivering operational and customer support services that are aligned to strategic priorities, stakeholder expectations, and regulatory requirements. You’ll lead the formation and integration of a new team, bringing together key functions to drive greater efficiency, performance, and impact for AP+.

This is a senior leadership role that requires a strong blend of strategic thinking, operational rigour, and a deep understanding of complex stakeholder environments. You will champion the AP+ culture and values, lead through change, and ensure that operations not only meet today’s needs but are also fit for the future.

The core Accountabilities of the role will see you:

Leading the delivery of enterprise-wide operational and service capabilities, with a strong focus on performance, quality, and customer outcomes.
Establishing and embedding consistent processes, frameworks, and standards to support continuous improvement and accountability.
Driving data-informed decision-making, resource optimisation, and risk management across operational and customer-facing functions.
Provide exceptional customer service to customers and members balanced with meeting organisational needs and compliance obligations
Leveraging new and existing technology to improve efficiency and effectiveness
Building and empowering a high-performing team aligned to organisational values, strategic goals, and public interest outcomes.
Navigating complexity and change while maintaining service continuity and stakeholder trust.
About You:
You are a seasoned leader with a strong background in operations or service delivery, ideally within the payments or financial services sectors. You are experienced in building high performing teams, developing an inclusive, purpose-led and aligned culture, managing complexity, and translating strategy into scalable execution. You understand how to lead transformation, manage risk, and deliver measurable outcomes in regulated environments.

In order to be considered for this role it is expected that you have::

Bachelor’s degree and/or equivalent
10+ years' experience as a leader in the fields of operations and/or service delivery management within Payments or Financial Services.
Demonstrated experience in leading operational or service functions at scale.
Proven ability to build high-performing teams and deliver enterprise-wide change.
Strong understanding of compliance, regulatory obligations, and performance frameworks.
Strategic mindset with the ability to balance long-term goals with day-to-day delivery.
Excellent stakeholder engagement and communication skills.
What happens next:

At AP+, we believe in the power of passion, pride, and purpose. Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.

If you’re ready to be a game changer, please submit your application. The Talent Acquisition team will endeavour to review your application and notify you of the outcome within the next two weeks.

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to recruitment@auspayplus.com.au We also encourage you to let us know your pronouns at any point during the recruitment process.

Further details regarding the position will be made available to shortlisted applicants.
Applications will close on the 22nd August 2025.

AP+ are not partnering with Recruitment agencies or Search Firms for this role.

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