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Operational Excellence Manager
Full-time
Why Tyro?
At Tyro, we’re into business big time. Through our integrated payments, banking and lending solutions, we’re here to ensure nothing stands in the way of Australian business success. With over 21 years' experience under our belt, we know what it takes to build something great, which is why we combine the best people, technology, and partners to deliver simplified payments and seamless business banking to our customers. We’re proud to power more than 76,000 merchants across Australia and to work with almost 800 partners to create seamless experiences for hospitality, retail, services and health providers.
It starts with You.
Just like our customers, we’re obsessed with the success of our people. So, when you come onboard, we’ll give you all the support you need to do your best work. Our close to 600 Tyros are a highly collaborative team, so you’ll get to work with smart, motivated and friendly people across Tyro. We are fast paced and innovative and strive to live our values everyday – commit to greatness, stay hungry, wow the customer, be good and win together! We are big enough for you to have opportunities to have a career at Tyro and small enough that you can have a real impact. As we continue our mission to shake things up and make payments the easiest part of doing business, you’ll have the opportunity to learn new skills with hands-on experience, further your career, and help unleash the potential of our customers, one payment at a time.
🎥 Step inside life at Tyro here.
About The Role
As our Operational Excellence Manager, you'll lead and deliver high-impact change initiatives across Tyro's Growth division, partnering with teams including Marketing, Sales, Partnerships, Customer Support and Strategic Accounts. You'll drive end-to-end change delivery where dedicated Enterprise Change support isn't assigned, working closely with stakeholders to build engagement, embed new ways of working and ensure initiatives deliver lasting business outcomes.
You'll also play a key role in shaping how we work by challenging existing processes and identifying opportunities to improve efficiency through automation, AI and continuous improvement. Using data-driven insights, you'll help enhance customer and employee experiences, reduce operational risk and champion the responsible adoption of AI across Growth Operations, ensuring solutions align with Tyro's governance, privacy and risk standards.
What You'll Do
Growth Readiness (Change Management)
Collaborate with project teams, stakeholders and subject matter experts to assess the impact of operational change on Growth, identifying risks, dependencies, opportunities and mitigation strategies.
Provide recommendations and continuous improvement opportunities to the Growth Leadership Team.
Support Operational Excellence Managers and Enablement Specialists through delivery of change readiness activities when required.
Identify opportunities to leverage AI and automation to improve operational processes, change delivery, reporting, documentation and communication effectiveness.
Partner with stakeholders to embed AI-enabled solutions into operational workflows while ensuring alignment with Tyro's governance, compliance and risk requirements.
Champion responsible AI adoption by documenting best practice, supporting capability uplift and encouraging effective use of AI across the Growth Operations team.
Stakeholder Engagement And Communication
Identify and engage key stakeholders across all levels of the business, building trusted relationships that enable effective delivery of operational communication and change initiatives.
Act as the key liaison between Growth teams and internal stakeholders including Product, Technology, Service Delivery, Compliance, Legal and Risk.
Plan and execute communications for assigned Growth change initiatives, ensuring impacted stakeholders receive the right information at the right time to enable successful implementation.
Develop and deliver clear, concise and compelling communication materials, including presentations, implementation timelines, stakeholder briefings, FAQs and operational updates to keep stakeholders informed and engaged throughout the change process.
Facilitate regular stakeholder forums, workshops, retrospectives and "break-it" sessions to gather feedback, identify risks and foster a positive change culture.
Support Tyro's commitment to "WOW the Customer" by identifying opportunities to improve operational excellence, productivity, business processes and service delivery.
Demonstrated experience in driving and managing operational communication programs to ensure new processes, technology and ways of working are rolled out smoothly and embedded.
Champion AI-enabled productivity tools to improve the quality, consistency and speed of communication development, stakeholder analysis, meeting summaries and change artefacts, ensuring appropriate human oversight.
Continuous Improvement And Evaluation
Collect, analyse and interpret data to measure program success, monitor key performance indicators and provide insights to senior leadership.
Evaluate emerging AI technologies and industry best practice to identify opportunities that improve productivity, customer experience and operational effectiveness.
Use AI-assisted analytics and reporting tools to identify trends, generate actionable insights and recommend improvements.
Promote a culture of continuous improvement by embedding innovative, scalable and efficient ways of working across Growth Operations.
What You'll Bring
3–5 years experience in operational excellence, operational change, change management or communications roles, preferably within financial services, payments or another regulated industry.
Bachelor's degree in Business, Change Management, or a related discipline is desirable.
Demonstrated experience leveraging AI, automation and digital productivity tools to improve operational efficiency, communications, documentation, business processes and decision-making, including identifying and implementing opportunities that deliver measurable business outcomes.
Strong understanding of responsible AI and governance, including privacy, security, compliance and appropriate human oversight within a regulated environment.
Excellent stakeholder management, leadership, influencing and communication skills, with the ability to build trusted relationships, translate complex information into clear messaging, and support successful operational change.
Strong analytical, problem-solving and continuous improvement capability, using data, insights and AI-enabled tools to identify opportunities, evaluate outcomes and drive business value.
Highly organised with strong planning and prioritisation skills, able to manage competing priorities while balancing customer, employee and business needs in a dynamic environment.
Proactive, adaptable and resilient, with the ability to navigate ambiguity, embrace emerging techno
