Operations Consultant - Card Issuing & Merchant Acquiring Support Services

Kia ora, Talofa lava, Kia Orana, Malo e lelei, Fakalofa lahi atu, Bula Vinaka and Namaste!

At ASB, we’re all about helping our customers get One Step Ahead — giving them the tools and support they need to manage their lives, businesses and future with confidence.

We’re looking for an Operations Consultant to join our Card Issuing & Merchant Acquiring Support Services team. In this role, you’ll play a key part in delivering strong operational outcomes while providing thoughtful, high-quality support across a range of card and merchant processes.

This is a role where attention to detail, sound judgement and a strong customer mindset really matter — balancing service, business outcomes, policy and risk.

If you’re keen to build your experience within a large-scale Kiwi organisation and make a real impact behind the scenes, we’d love to hear from you.

Mo te tūranga

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About the role

As an Operations Consultant, you’ll support a broad range of card issuing, merchant acquiring and operational support services across the bank.

Day to day, you’ll be responsible for supporting card production and onboarding, maintaining merchant facilities, and responding to general card and merchant-related enquiries. You’ll work closely with internal teams and business customers, ensuring outcomes are accurate, timely and aligned with policy and risk requirements.

Your Key Responsibilities Will Include

• Deliver a high standard of customer service by owning enquiries, issues and complaints end-to-end
• Manage investigations, exception handling and problem resolution with a strong end-to-end mindset
• Support card issuing processes including production, onboarding and general account queries
• Assist with merchant acquiring activities, including processing and maintaining approved merchant facilities
• Apply sound judgement to balance customer experience, operational efficiency, policy and risk considerations
• Actively develop capability in Operational Excellence tools such as Lean, Agile, DMAIC and root cause analysis
• Contribute to a strong risk culture where risks are understood, owned and managed appropriately
• Share insights on customer experience, pain points and improvement opportunities to support continuous improvement

Ngā mea kia whai angitū ahau? | What do I need to be successful?

This role will suit someone who enjoys problem solving and takes pride in delivering high quality outcomes in a fast-paced operational environment.

You’ll Also Bring

• Proven ability to work effectively in a deadline-driven environment
• Strong attention to detail
• Confidence using systems and the ability to quickly learn new tools
• Clear, professional communication skills — both written and verbal
• Comfort working on the phone and managing call queues as part of day-to-day customer support
• A collaborative, team-focused approach with the confidence to think outside the box
• 2–3 years’ banking experience; exposure to cards or merchants would be an advantage

If you’re looking for a role with strong development opportunities and pathways for progression, this is a great next step.

He aha tā mātou | What can we offer

Get the work-life equation right. We know life is full of priorities, from football practice to side hobbies. We're here to help you find balance, with a flexible and supportive working environment.

What's important to you is important to us. We support your wellbeing in meaningful ways, including comprehensive health insurance, wellness initiatives, parental and flexible leave, and customisable benefits to suit your lifestyle.

Bring your whole self to work every day. Whether you're into scrap booking, spontaneous karaoke sessions, or just hanging out with the family, ASB is working hard to create a culture where everyone feels safe, included and part of our shared purpose of helping Kiwi get one step ahead.

The whole "one step ahead" thing applies to you, too. With mentorship, flexible learning pathways, and opportunities to deepen your expertise, ASB is a place where you can take on exciting challenges and step forward to reach your goals, both in and out of office.

Me pēhea te tona | How to apply?

We know great people come from all sorts of backgrounds, and you don't need to tick every box to apply. What matters most is you bring your unique strengths and enthusiasm to the team.

To be considered, all applications need to go through our online career channels and will be

treated with confidentiality. Check out the position description to find out more.

We appreciate the time and effort you put into applying and will keep you updated throughout the process.