Head Of Operations

4 weeks ago

Melbourne, Victoria, Australia Telecommunications Industry Ombudsman Full time
At the Telecommunications Industry Ombudsman, we are committed to fostering a diverse workplace where everyone, regardless of identity, feels safe and included.
The TIO's vision is for a fair and accessible communications market for Australia.
We are connecting people, building trust and delivering fairness.
Within this role as Head of Operations, you'll support the operational excellence function of the TIO by managing the end-to-end complaint handling service run by Early Resolution and Dispute Resolution.
You'll do this by allocating resources effectively, assessing the needs of our stakeholders and ensuring we can meet the demand of our service.
Job Description You'll report to the Executive General Manager of Operational Excellence, and our Technology, Analytics and Business Improvement team to monitor performance data, forecast and ensure our systems and processes are running effectively.
You'll be a key member of the Operational Excellence leadership team, owning our contact centre solution while supporting the strategic and operational planning of this team.
Your primary responsibilities will include: Providing strong operational and people leadership improving the performance of not just our people but our function.
Monitoring, forecasting and planning around our services demand while being ready to adapt to meet performance targets.
Reviewing and using data insights to continuously improve, better enabling our service and accessibility.
Desired Skills and Experience You will possess highly developed judgement, being able to make sound decisions while maintaining a lens towards the future.
You will be collaborative in your approach and influence stakeholders with ease while adapting to the changing needs of the community we serve.
To be successful in this role you will need: Tertiary qualification in Management, a related discipline, or extensive relevant experience (Desirable).
Operational and functional management experience in a contact centre or ADR setting.
Ability to create innovative strategies and frameworks that lead to transformational change while engaging stakeholders.
About the Team The Operational Excellence (Early Resolution and Dispute Resolution) Group (the Group) are responsible for the end-to-end complaints handling process for residential consumers and small businesses that have been unable to resolve their phone or internet complaint with their telecommunications service provider.
The Group is also responsible for identifying and implementing service, process and individual improvement initiatives to support the delivery on the TIO purpose.
The TIO's purpose is to resolve complaints fairly and drive improvement in a dynamic communications sector.
Our purpose is underpinned by four core values: Fairness, Integrity, Excellence, and Collaboration.
To uphold this commitment, the TIO implements reasonable adjustments to promote inclusivity, including part-time or reduced hours, a hybrid work model, workplace accessibility modifications, adjustments to equipment and devices, engagement in co-design practices, and being open to other measures that support every person in our organisation to thrive.
To Apply Please include as part of your application a resume and cover letter that demonstrates your skills and addresses why you are the right person for this role.
For more information about the Telecommunications Industry Ombudsman (TIO) please visit our website .
If you have any questions regarding this role or would like to enquire about reasonable adjustments, please email .
Applications close Sunday, 5 January 2025 11.59pm AEST Please note, applications may close prior to the deadline.
Telecommunications Industry Ombudsman Limited #J-18808-Ljbffr

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