Head of Customer Operations

4 weeks ago

Melbourne, Victoria, Australia Myob Group Limited Full time

Flare is a leading provider of advanced benefits and onboarding solutions designed for the modern workplace. Backed by MYOB and serving over one million employees nationally, we're a fast-growing, diverse team of 100+ employees on a mission to make the world of work better, easier, and more beneficial for everyone.

Are you passionate about optimising processes, leading talented teams, and delivering outstanding customer service? At MYOB, we're looking for a dynamic Customer Operations Leader to spearhead process improvements, inspire people, and shape the future of customer experience within our Financial Services & Benefits (FS&B) division.

What You'll Do:
  • Process Optimisation & Workflow Management: continuously refine customer support processes to eliminate inefficiencies and elevate service quality.
  • Implement cutting-edge automation tools to streamline workflows and boost customer satisfaction.
  • Lead and develop a diverse, high-performing team of customer operations professionals and influence executive decision-making by representing customer operations in strategic forums.
  • Proactively identify and mitigate operational risks impacting service, security, and compliance, ensuring processes adapt to evolving regulatory requirements.
  • Leverage data and KPIs to measure success and fuel ongoing enhancements.
  • Champion the Voice of Customer program by turning feedback into actionable improvements.
What You Bring:
  • Proven expertise in customer operations, process optimisation, and technology management.
  • Hands-on experience with platforms like Zendesk, Salesforce, or FrankieOne and automation tools.
  • Strong leadership, communication, and project management skills.
  • Analytical mindset with a passion for data-driven decision making.
  • Ability to innovate and challenge the status quo to create impactful solutions.
  • Experience in Financial Services or employee benefits preferred.
Our Culture & Benefits

Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.

See what it's like to work at MYOB and what we're all about.

Do your best work in a flexible work environment, with financial assistance to set up your home office — called Flexperience, designed by you and your team

Our partnership with Smiling Mind supports the wellbeing of our team members and customers.

Drive your own learning through conferences, in-house training, LinkedIn Learning, study assistance, and a strong focus on leaders creating a learning environment.

Enjoy a multitude of leave options, including up to four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, and more

Be part of communities focused on 'Wellness', 'Belonging', and the 'Planet' where you can make a meaningful contribution.

Access to discounts and vouchers from leading retailers, and much more.

We are proud to be a Circle Back Initiative Employer and commit to responding to every applicant.

MYOB is an equal opportunity employer and champions diversity. Don't meet every requirement? Still apply Research tells us that women and underrepresented groups are less likely to apply unless they meet every single requirement. At MYOB, we believe the right hire adds to our culture rather than conforms to it. Moving to 'CultureAdd' means adding team members who value MYOB's standards and workplace culture, and who bring diversity that positively contributes to MYOB. If you're excited about this role or MYOB, we'd love to hear from you

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