Steve Worrall Email & Phone Number

Sydney, New South Wales, Australia

Sydney, Australia

Accountable for leading the Payment Operations team. This team is responsible for the customer management across all payment processes including treasury operations, payment services, card services and reconciliations. Working as part of the Customer Operations Leadership team, this role is an active contributor to delivering on the agreed strategic objectives of Customer Operations. Core responsibilities of this role are:- Operational delivery and Customer Service- Resource Management and creating a high performance culture- Operational excellence and process management (process improvement)- Managing Relationships with Key Business Partners- Compliance & Risk Management- Project and Automation Domain RepresentationAlso act an ING Operational representative for several key payments schemes/forums, including New Payments Platform (NPPA), BPay, ABA, EFTPOS, VISA, AusPayNet (APN), Australian Payments Council (APC)

London, United Kingdom

- Operational lead for M&A (mergers and acquisition) activity and the divestiture of the Citi Prepaid portfolio from Citi to Wirecard, including operational oversight for project governance and risk mitigation- Operations lead for Western Europe, South Africa and UAE market migrations, including system gap analysis, Wirecard system and process design and implementation client configuration and setup on Wirecard proprietary system, BIN transfer from Citi to Wirecard, Front Office and Back Office training on products and systems and reporting requirement definition.- Oversee Back Office operations for EMEA region relating to association settlement, client file processing, card loading and processing, financial transaction processing- Management of both onshore, offshore and outsourced staff. Provide regular coaching and mentoring to staff as well regular 1-2-1 catch-ups. Ensure that staff training us up to date and complete annual/bi-annual reviews. Set individual goals and objectives for the team members and track through to completion- Ownership of the Vendor Management team for the on-boarding of new vendors/suppliers, vendor integration onto Wirecard systems/processor, vendor SLA/KPI monitoring and adherence and card production and personalization- Manage the on-boarding and implementation of new clients to Wirecard. Ensure that the implementation team is working on the pipeline and implementing the new clients in accordance with contractually agreed date. Guarantee that the KYB/KYC and customer due diligence is completed accurately and the on-boarding of new client is in accordance to the risk and controls framework. Deliver client cards and collaterals to the market. Onboard new product/portfolio to the association network (VISA/MC)- Operational point of contact for issue tracking and remediation. Ensure effective communication between the various internal teams (Product, Sales, RM, Technology) to deliver resolution within the agreed service level

London, United Kingdom

- Works with team members across at least six sites (London (centralised functions)), Edinburgh, Dubai (cardholder and client servicing), Chennai (Back Office) Poland (Vendor Management) and North America (NA FinOps team) in order to support the key Operations activities for the Prepaid business across EMEA including daily control processes. - Governance of the Back Office and Program Management team in Chennai (8 FTE), ensuring that Citi standards and quality are maintained in respect of delivery of service to key stakeholders (cardholders, call centres, RM’s, Finance, controls team etc.) Ensure strict adherence to GOSP policies ensuring that the team and their set-up / processes meet the required standards set.- Work with other departments to ensure integrated action planning underpins all activities. These departments include (but are not restricted to) Global and EMEA Product teams, Business Development, Finance, Account Management- Supports the tracking and realising Operational processes, reengineering and efficiency gains across Prepaid EMEA - Drives and delivers Prepaid system enhancements by liaising with the projects area to review key technology documents (along with TCS SME) for Business Requirements, Functional Requirements, deliver the relevant test plans, completion of post production verification testing and updates to the business on these.- Ensures Compliance, Risk and Controls are at the heart of all the Operations activities, liaising with relevant departments to ensure risk is mitigated.- Financial Operations - General governance and oversight of the Western Europe ledgers / cash accounts ensuring ledgers remain within tolerance (e.g. receivables, payables etc.) Manage the monthly eRecon submission - Works with the Prepaid CFO in NA to ensure processes and procedures in the region are complete and up to date and that any new finance processes are seamlessly integrated

Sydney, Australia

- Generating and setting the strategic direction of the department on an annual basis. Ensuring the team remains focused on execution of the strategy through regular appraisal.- Overall responsibility of operational teams and the Project Management Office for the Australia and New Zealand region, comprising of 15 direct reports and 40 in offshore locations.- Operational lead and contracted key personnel for the new Sydney based transport ticketing service (Opal) in cooperation with Transport for NSW (Govt.). Delivered on all 2014 milestones, including the provisioning, training and maintenance of 2,000 retailers.- Ensured the operations department met the company objective of growing its prepaid software category by on-boarding and distributing over 200 new products in ANZ during 2014.- Re-negotiated several key strategic supplier agreements during 2014 to ensure the business reached tier 1 target for 2014 and beyond.- Actively involved in setting up a new business entity in China to deliver products to key mass merchants in the region.- Developed tighter controls around department budgeting and forecasting and ensured that monthly actuals were closer aligned to forecast.

Sydney, Australia

• Customer Service Liaison: Participate in Regular QA management call, issue escalation and resolution and daily/monthly reporting on KPI’s.• Kiosk Management: Status Monitoring, SLA monitoring and reporting and issue logging and escalation.• PIN Management: Overall responsibility for PIN stock levels and associated tasks, escalation of potential supply issues to relevant stakeholders, PIN batch releasing back-up. Also responsible for fraud liaison with Police and various networks.• Reporting: Daily/weekly/monthly recording of required data and KPI’s, management/creation of monthly operational expenses forecast, management/creation of the operations element of the monthly ‘dashboard’.• Supplier Management: Contract Maintenance, Contract Review, and recommendations to business on preferred suppliers.• Terminal Management: Overall fleet management, analysis and forecasting on SOH (current and required) and assistance with business case to justify Capex request. Active management of terminal supply to market, recall and maintenance.• Terminal Rollout Management: Overall Supplier liaison, product configuration on test system and rollout implementation lead.• IT Liaison: Conduct regular management calls, issue escalation and resolution and monitoring of UK IT SLA’s.• CRM Management: Management of the designing, configuring and implementation of the new CRM system to be utilised in epay Australia and New Zealand.• Retail Support team: Management of retail support team for pre and post sales administration activity. Report generation for the sales and finance team.• Freight Management: Overall management of all office freight local, interstate and international. Monitoring compliance of various freight suppliers.• Team HR: Responsible for the setting of individual goals and objective for the year. Monitor adherence to the goals and objectives. Recruit and train new employees in the Operations team.

United Kingdom

Working within the warehouse to deliver stock to customers. Also responsible for stock inventory, re-order and supply.Part time work while studying.