Customer Operations Team Lead — AI-Driven Service Excellence

Novated Lease Australia Pty Ltd; North Sydney Council; On-site; AUD 90,000 - 120,000; Full time

Job summary

Novated Lease Australia Pty Ltd. is seeking a Team Leader of Customer Operations in North Sydney to drive daily performance and professional development of the customer operations team after settlement. You will bridge strategy and execution to meet SLAs while fostering continuous improvement and digital innovation.

Responsibilities include coaching, onboarding, training, QA, and implementing AI tools to streamline processes and enhance customer experience in a regulated leasing environment.

Qualifications

• Previous experience in a Team Lead or Senior Officer role within financial services, leasing, or insurance.
• High proficiency in a CRM software and a genuine interest in leveraging AI to improve service delivery.
• Exceptional verbal and written skills, with the ability to explain complex financial concepts in plain English.
• A proactive, supportive leader who remains calm under the pressure of seasonal peaks

Responsibilities

• Oversee daily workflow including phone queues, emails, and application processing within SLAs.
• Analyse and present team performance data, including volume trends, resolution rates, and CSAT scores.
• Act as primary escalation for complex customer issues in leasing or payroll contexts to ensure resolution.
• Coach and develop team via 1:1s, onboarding, and ongoing training to align with regulatory changes and new products.

Skills

Leadership

Communication

AI awareness

Process improvement

Tools

CRM software

Job description

Novated Lease Australia Pty Ltd. is seeking a Team Leader of Customer Operations in North Sydney to drive daily performance and professional development of the customer operations team after settlement. You will bridge strategy and execution to meet SLAs while fostering continuous improvement and digital innovation.

Responsibilities include coaching, onboarding, training, QA, and implementing AI tools to streamline processes and enhance customer experience in a regulated leasing environment.