Head of Customer Operations - Lending sector

Oxygen Recruitment & HR Pty Ltd; Sydney; On-site; AUD 180,000 - 300,000; Full time

Job summary

Oxygen Recruitment & HR Pty Ltd seeks a Head of Customer Operations for our lending sector. The role leads Australia and offshore teams across contact centre, Collections and Servicing to deliver superior customer experiences throughout the lifecycle and post-settlement.

You will drive transformation, process improvement and outcomes with strategic influence. Ideal candidates bring extensive lending operations leadership, strong stakeholder engagement, and a proven track record in changing and

Qualifications

• 15+ years of customer operational management experience.
• 7+ years management experience at an executive level.
• Ter tiary qualification in business field; lending/asset finance exposure is a plus.

Responsibilities

• Manage and lead a team in Australia and offshore including contact centre, Collections and Servicing, and achieve the goals of the customer service group.
• Ensure the delivery of best in class customer service delivery and embed a customer-centric culture.
• Develop and implement key business planning initiatives with a focus on operational and customer engagement processes.
• Proactively implement business improvements and lead change initiatives; drive a high-performance culture.
• Manage risk through compliance to privacy and consumer credit legislation.
• Support IT-related project deliverables as requested by management.

Skills

Executive leadership

Customer operations

Mortgage operations

Offshore contact centre

Education

Bachelor's degree in business or related field

Job description

Head of Customer Operations - Lending sector

The organisation This international financial organisation has seen exceptional growth in Australia and New Zealand, leading to new opportunities in the team. Having won several awards, including for their customer service operation, this organisation has established itself as an employer of choice. Reporting to the COO you will be part of a dynamic team of like-minded leaders, working in a high-performance culture. This role is a key appointment to the leadership team, carrying an important remit for the organisation.

The role The position supports the business by driving and leading a customer focused operations team incorporating customer service, and the operations teams in Australia and overseas. The focus of the role is providing a superior customer experience through each stage of the customer life cycle, including leading the team to deliver superior outcomes post settlement. This role is a great opportunity to apply your strategic skills in business transformation, process improvement and to drive business outcomes.

Responsibilities include:

• Manage and lead a team in Australia and offshore including contact centre, Collections and Servicing, and achieve the goals of the customer service group, including communicating strategy, embedding good people practices and identifying areas where performance can be improved
• Ensure the delivery of best in class customer service delivery. Focus on best practice and a customer centric culture
• Develop and implement key business planning initiatives with a focus on operational and customer engagement process
• Proactively implement business improvements and lead change initiatives. Focus on embedding a high-performance culture
• Manage risk through ensuring compliance to policies and meet guidelines of privacy and consumer credit legislation
• Support additional deliverables including IT related to projects as requested by the management team

What do you need to apply for this role? Key to this role will be your ability to work in a mortgage operations environment, including working closely with key stakeholders internally and externally. You are a high-level strategic thinker, who is results driven and willing to make difficult decisions when needed. You possess superior communication skills, both written and verbal and are a confident presenter. Its also important that you are a superior people leader who understands how to motivate a large, complex team and achieve results.

The successful candidate will have 15 years + of customer operational management experience, along with 7+ years management experience at an executive level. Ideally you will have gained your technical experience in a lending environment, with strong commercial experience. You will have a minimum of a tertiary qualification in the business field. In addition, contact centre management experience, mortgages and / or asset finance experience and experience managing an offshore contact centre, will be highly regarded. Candidates from outside the sector, with strong customer operations leadership experience, are encouraged to apply, including, for example, insurance, wealth management. This role is also an opportunity for you to utilise your skills in process improvement, business transformation and process automation.

What can you expect from this organisation? In return you can expect to work with a blue-chip employer that is poised for an exciting phase of growth and development. This non-bank lender has won multiple awards and accolades.

You will be part of a dedicated team working with an inspirational executive. This is a key leadership role and you will enjoy the opportunity to be a part of this company’s future direction and get involved in key decisions.

This organisation values team contribution and has worked hard to establish an inclusive corporate culture. Community contribution is an important part of the group’s corporate social responsibility work. A competitive salary and convenient location are on offer.