Senior Operations Analyst

Senior Operations Analyst

Ebury is a global fintech firm dedicated to empowering businesses to expand internationally through tailored and forward-thinking financial solutions. Since our founding in 2009, we've grown to a diverse team of over 1,700 professionals across 40+ offices and 29+ markets worldwide. Joining Ebury means becoming part of a collaborative and innovative environment where your contributions are valued. You'll play a key role in shaping the future of cross-border finance, while advancing your own career in a dynamic, high-growth industry.

Senior Operations Analyst - Sydney CBD Office

Working Pattern: 4 days in the office, 1 day from home.

Are you passionate about providing exceptional client service and ensuring seamless financial transactions? Join our dynamic team at Ebury as a Senior Operations Graduate, where you'll play a vital role in facilitating client payments and working closely with other departments to ensure business efficiency.

In this role, you will be responsible for the initial verification of client payments, ensuring compliance with our internal processes and service level agreements (SLAs). You'll assist in completing payment beneficiaries while actively helping clients navigate their transaction-related questions through email, phone, and chat. Your commitment to end-to-end ownership will shine as you take responsibility for assigned tasks, from creating detailed transaction reports to reconciling client funds and FX settlements across our extensive network of bank accounts.

You will investigate any unallocated or non-received funds, process manual funding for client trades, and verify payment statuses on third-party banking platforms, including SWIFT GPI. Your attention to detail will be crucial as you conduct updates on client information, communicate effectively with colleagues and supervisors, and escalate issues promptly when necessary.

Responsibilities:

• Reconciliation of client funds and outbound payments received and sent across Ebury's network of bank accounts, across all back office systems, in accordance with internal processes
• Instruction and verification of client payments, in accordance with internal processes and in line with internal SLAs
• Completion and verification of clients beneficiaries, in accordance with internal processes
• Conduct post-payment investigations, following up with Ebury's Liquidity Providers and Partner Banks until full resolution.
• Contact Ebury's Liquidity Providers and Partner Banks to ensure transaction queries are prioritized and incidents are investigated promptly.
• Conduct the first assessment on new TF transactions submitted by clients, in accordance with internal processes.
• Conduct updates on client information as part of Ebury's Ongoing Due Diligence, adhering to the relevant processes and procedures.
• Review of transactions and 4 - eyes approval subject to FC screening review, adhering to established processes and procedures and escalating as appropriate.
• Help clients to resolve questions or issues regarding their transactions and payments, on email, phone and chat, in a manner appropriate to the nature of the query and the client in question
• Take and act on instructions from clients interacting with Ebury offline, in accordance with internal processes
• Communicate the status of tasks to colleagues, supervisors and managers, and escalate problems swiftly, as needed
• Support in the delivery of induction training for new starters as well as continue to support colleague learning and development
• Resolve day-to-day issues arising during daily processes, and escalating more complex challenges via the appropriate channel
• Quality standard, dealing with substandard work productively & constructively
• Support in ad-hoc projects within the department and wider business, as required
• Contribute constructive feedback on processes, with the aim of improving efficiency, service, and/or risk
• Ability to consistently meet Quality KPI's / SLA's as determined by the role
• Helps all analysts to understand accountability and importance of owning outputs

Requirements:

• Advanced knowledge of low and high-value payment clearing schemes in the different jurisdictions in which Ebury operates
• Advanced knowledge of SWIFT in a cross-border payments context, including MT103, MT101 and MT202 message types
• Strong communication skills, both verbal and written
• Highly empathetic, with strong active listening skills
• Understanding of fraud risks present in a payments environment, including red flags and indicators of suspicious or concerning activity
• Understanding risks relevant to the payments and FX market, and the red flags that are indicators of these
• Client-oriented and service-driven, with the willingness to go the extra mile to exceed client expectations
• Proactive, with the ability to work effectively within a fast-paced and high pressure environment
• Highly organised, with the ability to work to deadlines, multi-task, and prioritise and re-prioritise workload as needed
• Diligent, with excellent attention to detail
• Effective critical thinking skills, with the ability to find solutions to problems independently
• Co-operative, and comfortable working in a team environment
• Curious and engaged, takes ownership of own learning journey by asking questions and seeking out new information
• Adaptable, with the ability to cope with changing products, processes and procedures
• Motivated and driven, with a desire to make Ebury a success
• Experience with the FX products offered by Ebury, including spot, fixed forward, window forward and non-deliverable forward, and the cash movements associated with these will be considered.