Business Customer Operations Leader

Sydney Water; Sydney; Hybrid; AUD 180,000 - 210,000; Full time

Benefits offered by this job

Hybrid work

Career development

Wellbeing support

Private health insurance (discounted)

Parental leave 18 weeks

Fitness Passport

Novated leasing

Competitive remuneration

Job summary

Sydney Water is seeking a Business Customer Operations Leader to oversee a multidisciplinary team handling high-value business customer relationships across the Western Region. You will guide critical programs including trade waste, backflow prevention, and recycled water management, delivering exceptional service outcomes.

You’ll partner with customers, councils, regulators, and internal teams to protect networks, drive revenue opportunities, and deliver strategic initiatives while leading

Qualifications

• 5+ years leading high-performing teams in a utility/regulatory environment.
• Knowledge of risk management, compliance and customer relationship management.
• Strong communication, negotiation and problem-solving skills.
• Current Class C Driver's Licence.

Responsibilities

• Lead and develop a team responsible for business customer relationships and compliance programs.
• Manage complex customer issues, risks and escalations.
• Oversee trade waste, backflow prevention and pollution investigations.
• Deliver territory-based programs to improve customer outcomes and business performance.
• Build strong relationships with regulators, councils and stakeholders.
• Drive safety, compliance and continuous improvement across team operations.
• Manage operational budgets, forecasting and team performance.

Skills

Leadership

Stakeholder management

Risk management

Customer relationships

Communication

Problem solving

Education

Tertiary qualifications in Science/Engineering/Business

Job description

Oversee critical programs including trade waste, backflow prevention, recycled water agreement management, pollution investigations and customer compliance activities while ensuring exceptional service outcomes.

• Lead a high-performing team managing Sydney Water's most significant business customers in the Western Region
• Help protect our environment across a diverse and exciting portfolio with opportunities to shape strategic initiatives
• Based from Saint Marys and Parramatta, but with flexibility to work from other Sydney water offices and hybrid

About the Role

As Business Customer Operations Leader, you will lead a multidisciplinary team of field based and office-based staff responsible for managing Sydney Water's complex, high-value business customer relationships across the Western Region. The role will oversee critical programs including trade waste, backflow prevention, recycled water agreement management, pollution investigations and customer compliance activities while ensuring exceptional service outcomes.

This role combines people leadership, stakeholder engagement and operational management. Working closely with customers, councils, regulators and internal teams and stakeholders, you will help protect Sydney Water's networks, support revenue recovery opportunities and deliver strategic business initiatives.

Key Responsibilities

• Lead and develop a team responsible for business customer relationships and compliance programs.
• Manage complex customer issues, risks and escalations.
• Oversee trade waste, backflow prevention and pollution investigations.
• Deliver territory-based programs that improve customer outcomes and business performance.
• Build strong relationships with customers, regulators, councils and industry stakeholders.
• Drive safety, compliance and continuous improvement across team operations.
• Manage operational budgets, forecasting and team performance.

About You

You will be an experienced leader with strong stakeholder management skills and a customer-focused mindset, ideally with Tertiary qualifications in Science, Engineering, Business or a related discipline. In addition we are looking for:

• 5 years plus experience leading high-performing teams in a utility, operational or regulatory environment.
• Knowledge of risk management, compliance and customer relationship management.
• Strong communication, negotiation and problem-solving skills.
• Experience managing complex projects and multiple stakeholder groups.
• Current Class C Driver's Licence.

• Competitive Remuneration:We’ll ensure that your skills and contributions are valued and rewarded appropriately.
• Hybrid Work Environment:We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being.
• Continuous Professional Growth:We will invest in your career with leadership and development programs to propel your success.
• 24/7 Wellbeing Support:Access for you and your family to free and confidential mental health and general health support through our EAP portal.
• Discounted Private Health Insurance:Unlock affordable access to top-tier health coverage with our discounted insurance plans.
• Family First:Prioritise your family with up to 18 weeks of fully paid parental leave and a childcare allowance.
• Fitness Passport:Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.
• Novated Leasing:Get in the driver's seat of your financial future with our novated lease options.

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. Your personal information may also be used to establish a Dayforce talent profile. Your personal information will be collected in accordance with Dayforce’s Terms and and Sydney Water’s Please note as part of the application process, you will be asked to undergo background checks which include a criminal history check.