Production Support Manager

2 weeks ago

Sydney, New South Wales, Australia NextGen Full time

Description:

NextGen is Australia's leading provider of Software as a Service (SaaS) solutions to the mortgage lending industry. Our
_ 'ApplyOnline'_ platform is an industry standard for digital loan lodgement and assessment. We deliver quality products and services to a range of financial institutions and intermediaries and are experiencing strong growth.

We have an exciting roadmap full of opportunity in the Australian financial landscape with a mission to make lending easy.


At NextGen, we believe our people make our business, and our values; Balance, Integrity, Collaboration, Respect and Discovery, are not just posters on our walls.

They are how we live each day and are critical to our success.

We are looking for a talented Production Support Manager who embodies these values to join our team.

You will be responsible for managing the efficient and effective delivery of production support team in both a B2B and B2C (for Frollo provided services) capacity.


  • Lead, coach and develop a team of support personnel to ensure they meet performance targets and deliver highquality customer service;
  • Provide regular and ad hoc feedback to management on statistics of teams;
  • Extract learnings from customer surveys to coach the team or introduce changes to team processes
  • Report on department KPIs to stakeholders and identify initiatives designed to continuously improve
  • Manage daytoday support activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLA's;
  • Act as a proactive and accountable escalation point for customers and internal stakeholders;
  • Drive internal escalation channels to ensure timely and appropriate resolution to issues/incidents.

Who are you?:

  • Previous management experience in a call centre/Helpdesk (preferably in banking) managing adherence to metrics including compliance, risk management and service SLA's.
  • Strong leadership skills and enthusiastic attitude to customer service.
  • Demonstrated ability to drive results through coaching, training & mentoring.
  • Strong organisational skills and ability to identify issues and solve problems.
  • Ability to handle escalated complaints and build customer relationships.
  • A Leader who can create a culture of high performance and success.
  • Excellent communicator and strong stakeholder management skills.

What you'll get in return:

  • Transparent, open and people first culture
  • Flexible work options, and spectacular views in a modern space for when you work from our North Sydney office
  • An allowance towards your home office set up
  • Plenty of social activities
  • Generous remuneration package


A great opportunity to join a business that truly lives its values, genuinely values work life balance and see's it as a critical ingredient to enabling people to bring their whole selves to work.


About NextGen:

NextGen is Australia's leading provider of Software as a Service (SaaS) solutions to the mortgage lending industry. Our
_ 'ApplyOnline'_ platform is an industry standard for digital loan lodgement and assessment. We deliver quality products and services to a range of financial institutions and intermediaries and are experiencing strong growth. We have an exciting roadmap full of opportunity in the Australian financial landscape.

  • Product Support Manager

    2 weeks ago

    Sydney, New South Wales, Australia HSBC Full time

    Job descriptionSome career choices have more impact than others.At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress...

  • Product Support Manager

    2 weeks ago

    Sydney, New South Wales, Australia WesTrac Full time

    Posted Date: 27 Mar 2024- Location: Sydney, NSW, AU_At WesTrac, we're made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you've always wanted. More development opportunities, with WesTrac's own in house RTO , access to your own guided...

  • Store Manager

    2 weeks ago

    Sydney, New South Wales, Australia Hero Sushi Manager Full time

    Hero Sushi is an authentic sushi takeaway, restaurant located in Australia.We are looking for a full time manager.We are seeking someone who has experienced in sushi making, hospitality and reliable, punctual, outgoing.Someone who can work with nice smile and good attitude.Job description Location: North Sydney-Chatswood area / Sydney CBD Position: Full time...

  • Production Support Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Ambition Full time

    Production Support Specialist 12 months engagement Location: Hybrid working, Sydney CBDStart Date: ImmediateGlobal business seek a talented and motivated Production Support Specialist to support them on a 12 months engagement in Sydney. Responsibilities:As an experienced Production Support Specialist, you will be responsible for the following:Level 3 support...

  • Production Support Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Ambition Group Full time

    Production Support Specialist12 months engagementLocation: Hybrid working, Sydney CBDStart Date: ImmediateGlobal business seek a talented and motivated Production Support Specialist to support them on a 12 months engagement in Sydney.Responsibilities:As an experienced Production Support Specialist, you will be responsible for the following:Level 3 support...

  • Product Manager

    2 weeks ago

    Sydney, New South Wales, Australia Profusion Group Full time

    Up to 140k + super (12%) + bonus Products, Platforms, Superannuation and retirement income products and advice Product/platform management, development and implementationCompany OverviewThe client goal is to drive positive client outcomes and the focus of our business is putting clients first, supporting those who choose to seek financial advice and driving...

  • Product Manager

    2 weeks ago

    Sydney, New South Wales, Australia SMC Executive Full time

    Support Product Strategy and Development Provide Subject Matter Expertise Hybrid Work Environment Melbourne or SydneyWe are partnering with a major multi faceted Wealth Manager to identify a Product Manager to be responsible for the management of their Wrap products.This involves maintaining competitive and compliant products and solutions and creating...

  • Product Manager

    2 weeks ago

    Sydney, New South Wales, Australia Australian Payments Plus Full time

    The Game Changers:At AP+ we're changing the game We're doing big things, and we can't do it alone. We're part of a big ecosystem, and we know teamwork and passion for our purpose is what will make us successful. We value the unique talents, perspectives, of all our employees. This includes people of all gender identities and sexual orientations, First...

  • Product Support Officer

    2 weeks ago

    Sydney, New South Wales, Australia Davidson Group Services Full time

    Product Support OfficerSydneyAbout the RoleReporting directly to the Lead Product Support Officer, the role of Product Support Officer is primarily responsible for providing exemplary customer centric support within the agreed service level targets.This is achieved through working collaboratively with internal and external stakeholders to ensure we exceed...

  • Product Support Specialist

    2 weeks ago

    Sydney, New South Wales, Australia Bausch + Lomb Full time

    LOCATION - CHATSWOODThe Solta Product Support Specialist, APAC (Australia) provides 1st level troubleshooting and technical support to customers and assists the APAC country business units with complaint input and resolution. The Product Support Specialist is required to be technically knowledgeable in all of Solta's product offerings and be capable of...

  • Head of Product Support

    2 weeks ago

    Sydney, New South Wales, Australia Nuix Careers Full time

    Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.At Nuix, we hire the best people from around the world and empower them to do what they do best. We...

  • Product Manager

    2 weeks ago

    Sydney, New South Wales, Australia MyPass Global Full time

    MyPass Global is on a mission to empower safe, agile & connected communities. Our vision is to become the industry standard platform of record for workforce management and credentialing. Our vision transcends just one industry or geography, it speaks to building a global workforce management & credentialing system that is looked to for best practice in this...

  • Decision Support Systems Product Manager

    2 weeks ago

    Sydney, New South Wales, Australia Healthdirect Australia Full time

    Grow with an organisation dedicated to helping Australians improve their health. Work at the forefront of virtual health service delivery in Australia Sydney based role in our Haymarket office, near Central station Hybrid workingAbout usHealthdirect Australia is a government-owned, not-for-profit organisation who works with purpose and dedication to help...

  • Product Manager

    2 weeks ago

    Sydney, New South Wales, Australia Enware Pty Ltd Full time

    Responsible for the product planning and execution throughout the Product Lifecycle, including: gathering and prioritising product and customer requirements, defining the product vision, and working closely with engineering, sales, marketing and support to ensure revenue and customer satisfaction goals are met. Role Purpose The Product Manager is...

  • Product Manager

    2 weeks ago

    Sydney, New South Wales, Australia Collab Recruit Full time

    Join a cohesive happy team that is solutions focused A brand with products that are trusted throughout scientific community Dynamic role with autonomy to express skill, ideas and experienceDuties and Responsibilities Perform market research and gather customer feedback in order to define, prioritize and develop corresponding justifications for market...

  • Product Manager

    2 weeks ago

    Sydney, New South Wales, Australia Morningstar, Inc. Full time

    Product Manager - Investment Management Governance Join a diverse community of great people who support their peers and their communities. We give our employees opportunities to grow from early career to experienced hiresand you can build a career that matters at Morningstar. We support personal and professional development through a variety of programs,...

  • Manager, Product

    2 weeks ago

    Sydney, New South Wales, Australia eFinancialCareers Ltd. Full time

    Manager, Product - Project Delivery Westpac Banking Corporation Sydney, Australia Manager, Product - Project Delivery Westpac Banking Corporation Sydney, Australia Posted 5 days ago Permanent Competitive Manager, Product - Project Delivery Job DescriptionProduct Manager - Global Investment Services, Private WealthSupportive team environmentWork-life...

  • Product Manager

    2 weeks ago

    Sydney, New South Wales, Australia Anton Murray Consulting Full time

    SydneyAsset ManagementPermanentThe Product Manager is responsible for the Fund Services suite of products for Aus/NZ market, mainly focused in Fund Administration services. This person will facilitate the business growth by bringing together people, information and ideas to ensure a proper knowledge and understanding of clients and their needs in order to...

  • Product Manager

    2 weeks ago

    Sydney, New South Wales, Australia CFS Full time

    Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a...

  • Product Manager

    2 weeks ago

    Sydney, New South Wales, Australia IOOF Holdings Full time

    Date:10-Jan-2023Location:Sydney, NSW, AU, 2000Employment Type:Max Term Full Time- Product Manager, Workplace Super Product Management 12 month maxterm contract Location agnostic with hybrid working arrangements Key role responsible for supporting the ongoing daily, product management, development, compliance and competitiveness of the MasterKey Business...