Business Support Analyst

Role overview

Location and work model

• The job description lists Melbourne, Australia, with a hybrid work model.

Core business support

• Process manual domestic and international payments and investigate Direct Link, ABA, and other payment issues.
• Support banking fee processing and reconciliation; produce monthly KPIs and operational metrics; perform client invoicing.
• Manage operational and change tickets and respond to operational queries and support requests.
• Ensure activities meet service levels and are accurate, controlled, compliant, documented, and auditable.

Specialist and regulatory operations

• Manage FATCA and CRS annual reporting, including planning, data validation, stakeholder engagement, regulatory lodgements, issue resolution, and trust submission oversight.
• Handle complex queries and escalations, distribution estimates and coordination, Ecrion output management, regulatory review, and management fee rebates.
• Investigate complex reconciliations and resolve operational issues; act as an escalation point for exceptions.

Change and business integration

• Execute UAT and workflow test cases, validate system changes, identify and document defects, update procedures, and support go-live readiness.
• Assist with project coordination, new client onboarding, operational readiness, testing, business validation, and distribution setup.
• Understand registry systems and workflows, follow defined controls, escalate issues, and contribute to process improvement and efficiency.

Risk and collaboration

• Apply operational procedures, maker-checker principles, reconciliation, and validation checks; support incident identification and escalation.
• Ensure work meets audit and compliance requirements.
• Collaborate with operations, business integration, technology, and product teams; communicate issues, progress, risks, and delays.

Essential experience

• Bachelor's degree in business, finance, commerce, or a related discipline, or equivalent operational experience.
• At least five years in Transfer Agency, registry operations, or managed fund administration.
• Strong understanding of registry and fund administration operational systems and workflows.
• Understanding of regulatory reporting for Transfer Agency services.
• Experience translating system or product changes into updated processes, procedures, and operational controls.
• Experience supporting onboarding or project activities.

Desirable experience

• Knowledge of operational risk frameworks, control testing, and continuous improvement approaches is desirable.
• Experience with onshore and offshore operational teams is desirable.
• Familiarity with product structures and their operational handling is desirable.

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