About the role:

This critical position within Ignition's core FinOps team empowers the business to make informed decisions through precise financial data, ensuring robust financial integrity across all departments. It offers an excellent opportunity for those eager to propel their careers in a dynamic, fast-growing, and culture-driven technology startup.

What your day to day will look like:

Finance 

• Month-End Close: Lead the month-end closing process, ensuring all financial activities are completed accurately and on time.
• Balance Sheet Reviews: Conduct thorough monthly balance sheet reviews and provide final approval.
• Audit Management: Coordinate the external audit and financial statement preparation process, working closely with auditors and advisors. Continuously seek to identify additional requirements and engage auditors proactively.
• Control Implementation: Champion the implementation of recommended control and reporting enhancements.
• Policy Development: Design and enforce financial policies and procedures; train business stakeholders and finance team members on best practices.
• Process Oversight: Oversee and assist accounts receivable, accounts payable, delegation, and procurement processes to ensure efficiency and accuracy.
• Grants and Incentives: Manage the review and application process for available grants and incentives.
• Financial Reporting: Assist in preparing detailed monthly, quarterly, and annual financial reports.
• Budgeting and Forecasting: Support budgeting and forecasting activities, providing key insights and analysis.
• Variance Analysis: Perform variance analysis to identify financial discrepancies and provide actionable insights to management.
• Consolidated Financial Statements: Assist in preparing consolidated financial statements.

Tax & Compliance

• Tax and Compliance Oversight: Oversee the tax and compliance obligations of all entities, collaborating with local outsourced accounting providers.
• Transfer Pricing: Assist with the implementation and ongoing review of transfer pricing policies to ensure compliance and efficiency.
• Compliance Calendar Maintenance: Maintain a comprehensive compliance calendar for all jurisdictions, ensuring timely regulatory and tax filings.
• Tax Filing Approvals: Review and approve annual, quarterly, and monthly tax filings.
• Ad Hoc Reporting: Manage ad hoc reporting requirements for investors and venture capital partners, including audits and tax reports.
• Regulatory Compliance: Ensure all activities comply with local, state, and federal tax regulations.
• Tax Return Preparation: Assist in preparing and filing tax returns, keeping abreast of changes in tax laws.
• Continuous Tax Review: Assist with the continuous review and maintenance of tax records, ensuring accuracy and compliance.
• Audit Coordination: Coordinate with external auditors and tax advisors to facilitate smooth audits.
• Compliance Submissions: Manage compliance submissions such as 1099 forms, ensuring timely and accurate filing.

Treasury 

• Debt and Banking Reporting: Manage debt covenant reporting and other banking-related reporting requirements.
• Funding Monitoring: Monitor and ensure the funding needs of each entity are met, facilitating additional funding where necessary.
• Daily Banking Oversight: Oversee daily business banking, treasury operations, and foreign exchange management, including forecasting.
• Banking Authority: Review and ensure appropriate delegatory authority for banking facilities.
• Facility Evaluation: Evaluate banking and foreign exchange facilities to ensure they meet the company's needs.
• Cash Flow Management: Assist in managing cash flow and ensuring liquidity for operational needs.
• Banking Relationships: Maintain and manage relationships with banking partners.
• Foreign Exchange Transactions: Support the execution of foreign exchange transactions.
• Investment Analysis: Assist with investment analysis and decision-making.
• Cash Flow Forecasting: Prepare and present cash flow forecasts and related financial reports.
•  

Team Summary

Visa Consulting & Analytics (VCA) Australia, New Zealand, and South Pacific (AUNZSP) is Visa's advisory division, working with Visa's clients (including card issuers, acquirers, and merchants) on a broad range of key business initiatives including strategy, proposition development, loyalty, operational optimisation, customer engagement and overall business profitability.

VCA is made up of three services lines - Advisory, Data Science and Managed Services, the latter being the execution arm of VCA.  Our Managed Services teams (also known as squads) are embedded on client sites leading long-term engagements and delivering value primarily through implementation and execution services.  We deliver objectives from a shared value agenda but are also closely connected to the broader VCA team, sharing knowledge, and bringing the best of Visa to the client.

We are looking for a dedicated Data Analyst to join client’s team for a 12-month fixed term contract. This position will be supporting the client’s FX and Travel Products teams, focused on enhancing daily experiences for Australians through innovative, simplified, and data-driven strategies. This role will be to provide tailored insights to address business challenges.

Data Analyst Responsibilities:

• Analytical, creative problem solver, capable of working both within a team and independently.

• Passionate about customers and the opportunity to build trust and customer advocacy through data driven insights.

• Enthusiastic, self-motivated and focused on continuous improvement.

• You look beyond the status quo to try new approaches and tools, thereby lifting the overall capability of the team.

• Comfortable with conducting full lifecycle analysis to include requirements, activities and design.

• Strong skills in presenting and communicating data insights to both technical and non-technical team members.

Key competencies

• Solution-mind set: Applying creative problem-solving techniques and championing a client-first approach to customer insights when opportunities and challenges arise to meet specific business objectives

• Active Contributor to Team Success: Actively participating as a member of a team to move the team toward the completion of goals. Makes suggestions for achieving team goals or performing team functions, provides necessary assistance to remove obstacles to help the team accomplish its goals

• Business Translator: Translates complex data challenges into well-defined insights, showcasing the impacts of marketing campaigns and enable the effective use of customer targeting. Ability to ‘think like a customer’ and show empathy to their experience is essential

• High-Impact Communication: Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations, communicating in a focused and compelling way that drives others’ thoughts and actions

• Building Strategic Work Relationships: Developing and using collaborative relationships to achieve work goals. Uses good interpersonal relationships by helping people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports).

Why Work with Us:

• Opportunity to work in a dynamic and fast-paced environment

• Take advantage of working across two organisations

• Collaborative and supportive team culture

• Professional development opportunities to grow your skills and career

By joining our team, you will have the opportunity to work in a dynamic and fast-paced environment where your contributions will have a direct impact on our business operations and customer satisfaction. If you are passionate about financial services and eager to drive product success, we would love to hear from you.

Projects you will be a part of:
The role will be based in Sydney, Australia in a hybrid work environment (minimum 3 days in office per week).

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

The role

As our Sales Training Lead, you will be responsible for leading new hires through the company’s onboarding process, delivering comprehensive product and sales skills training in an environment that empowers our team to succeed. You will also provide continuous coaching and development to Sales Managers, using real time scenarios.

You will play a crucial role in developing and implementing effective sales training programs to enhance the skills and performance of our Sales team.

Additional key responsibilities include:

• Identify and improve sales skills gaps, conducting additional training sessions where needed.
• Working with the Sales Team Managers to deliver sales coaching and upskilling.
• Create innovative training materials, deliver engaging training sessions and evaluate the effectiveness of training initiatives.
• Maintain training materials, keeping records of training activities, attendances and outcomes.
• Partner with Sales Team Managers, leadership and cross-functional teams to ensure training activities are aligned to organisational goals.

The Customer Care and Retention Manager is a key leadership position within Neilson, responsible for managing Customer Service, Claims and Customer Retention activities, delivering an exceptional experience for customers across all touchpoints, following the sale of a life insurance policy. 

This position plays a critical role in maintaining customer satisfaction, resolving escalated issues, and optimizing the efficiency and effectiveness of Customer Care and Retention Operations.

Working closely with the Customer Transformation Lead and Group Head of Retention, the Customer Care and Retention Manager will take a hands-on approach to implementing and evolving existing Customer Care processes, driving an ethos of continuous improvement and delivering excellent outcomes for customers. 

Duties & Responsibility
As the Customer Care and Retention Manager, your primary responsibilities will include:

• Orchestrating optimal customer service performance by fostering a customer-focused, high-energy atmosphere within the team.
• Conducting impactful one-on-one sessions with Customer Care and Retention Agents, offering personalised coaching and development plans to enhance their performance.
• Leading, mentoring, and managing direct reports within the Customer Care function; initially Agents and as the team grows, the role will have Team Managers as direct reports.
• Setting clear performance expectations and goals for Team Managers/Agents, monitoring their progress, and providing regular feedback and coaching.
• Inspiring and engaging the team through effective team meetings, buzz sessions, and incentives to consistently achieve outstanding results.
• Managing the completion and timely updating of weekly and monthly trackers, dashboards, and performance reports, taking full accountability for team results.
• Monitoring and reviewing key service metrics and performance indicators to effectively manage the quality of service.
• Generating regular performance reports, analyzing data to identify trends, areas for improvement, and opportunities to enhance efficiency.
• Overseeing claims handling to ensure that claims are dealt with empathetically, administered accurately, handled efficiently, and documented appropriately.
• Handling customer complaints or complex issues, in accordance with Neilson’s complaints handling procedures, ensuring prompt resolutions.
• Collaborating with sales and marketing teams to gather customer feedback, identify areas of improvement, and implement strategies to enhance customer satisfaction and retention.
• Supporting the maintenance of Customer Service, Claims, and Retention procedure manuals.
• Upholding a positive, supportive, and engaging leadership style when communicating changes, updates, or launching new initiatives.
• Making a substantial contribution to the team's success and the company's overall objectives.
• Embodying the core values of the company: Customer Focused, Results Driven, and Team Spirited.
   

Customer Service and Retention Agents are responsible for providing outstanding customer experience across all customer service, claims and customer retention activities. Through excellent communication skills, Customer Service and Retention Agents handle a wide range of customer queries, predominantly through inbound and outbound calls.

Customer Service and Retention Agents are required to have an excellent attention to detail, and solution focused approach to deliver excellent outcomes for customers. 

Duties & Responsibility
As Customer Service and Retention Agents, your primary responsibilities will include:

• Managing customer enquiries and requests effectively and efficiently, via phone and email.
• Acting as the customer-facing contact point for claims administration and enquiries.
• Receiving and attempting to resolve customer complaints upon first contact, escalating where required.
• Conducting customer service and retention tasks such as updating policy details, handling requests to change cover, dealing with cancellation requests, and attempting to retain customers who have missed payments.
• Effectively empathizing with customers and handling objections and queries confidently to ease any uncertainty or concerns.
• Maintaining accurate customer records and complying with regulatory requirements on all matters.
• Adhering to processes and procedures for all service-related matters and escalating breaches as appropriate.
• Contacting customers to remediate failings identified by Neilson’s quality assurance team or as a result of an incident.
• Attending and contributing within call calibration sessions, designed to develop and share knowledge and best practice.
• Meeting required targets for productivity and quality, contributing positively towards team performance.
• Promoting effective communication within the team and with internal stakeholders.
   

The QA Team Leader is responsible for the day-to-day supervision of a team of QA Agents, whose primary function is to conduct quality assurance assessments on calls (sales, customer service and claims), to manage regulatory and operational risk and assist with the personal development of contact centre staff.

Working closely with the Learning and Development Team, the QA Team Leader will help identify trends and training needs through the analysis of QA results and deliver constructive feedback to sales and customer care management, aimed towards driving a culture of continuous improvement. 

Duties & Responsibility

 As the QA Team Leader, your primary responsibilities will include:

• Leading a team of QA Agents, ensuring calls are assessed consistently, in line with the existing QA framework.
• Driving the team of QA agents to achieve agreed business KPIs at all times.
• Working closely with the Learning and Development Team to identify trends and training needs through analysis of QA results.
• Providing relevant and constructive feedback to the sales, customer service, and claims teams.
• Escalating complaints and breaches to appropriate management when detected, and supporting the Compliance Team with its investigations.
• Providing an opinion on the practical effectiveness of the QA framework to Compliance and Operations, contributing towards process improvement.
• Conducting ad hoc quality assurance assessments, where required.
• Administering NFS’ QA Appeals process, ensuring that QA assessments escalated for appeal are reviewed appropriately and recorded accurately.
• Maintaining excellent and up-to-date knowledge of NFS’ products, systems, and processes, along with a good understanding of operational and regulatory risk.
• Assisting the wider Risk and Compliance Team with the practical embedding of any changes to the QA framework due to regulatory changes.
• Assisting the Risk and Compliance Team with risk management assurance activity in relation to the QA framework through initiatives such as ‘check-the-checker’.
• Producing regular performance reports and management information to facilitate effective oversight of the function.
• Ensuring that the QA Team adheres to all company policies and procedures.
• Participating in the delivery of ad hoc projects set by the business from time to time.
• Hosting collaboration sessions with sales, customer service, and claims management to ensure the QA framework is understood, enforced consistently, and embedded within the company culture.