Operational Excellence Manager

7 months ago

Chatswood, Australia Global Payments Full time

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

**About Us**

Through local expertise and global scale, we at **Global Payments **Oceania deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, **Sentral, **Pigeonhole Software and Storman.

Collectively, these brands are anchored by Global Payments, a world leader in payments and software solutions and a Fortune 500® brand with a worldwide footprint to accelerate our customers' full potential.

**Sentral **, is a proven web-based software solution that seamlessly manages school administration, student data and parent engagement. Our tailor-made solutions help administration staff, teachers and school leaders save valuable time to focus on improving school and student outcomes. Sentral is the trusted solution of choice in over 3,000 schools across Australia.

**About the role**

Reporting to the Head of Customer Support the **Operational Excellence Manager **is responsible for leading the Customer Experience, Continuous Improvement, Knowledge Management and Advanced Support teams to ensure that operational goals are achieved.

This is a customer-centric role that drives service excellence, defines operational performance standards, streamlines processes to enhance support operations and provides efficiencies whilst developing a high-achieving culture.

Promoting operational integrity and being the forerunner in identifying trends, challenges, and opportunities, other key areas of focus will include:

- Building a culture that is consistent with Sentral's vision, purpose, values and strategy;
- Capturing & sharing information pertaining to incidents and requests and interfacing with internal Sentral technical teams to resolve issues or enquiries.
- Specifying and build tools to improve the speed and quality of Customer support;
- Analysing support workflows and defining strategies to improve productivity and effectiveness;
- Defining and implementing projects that will simplify and transform the client experience including digital support.
- Helping shape, design and lead the rollout of new support channels and service offerings.
- Preparing performance & trend reports by collecting and analysing data from the Customer Support functions.
- Designing and cultivating processes across other functions to remove bottlenecks and boundaries with the end-to-end support so there is continuous improvement and an enriched overall customer experience.

**About you**

A customer focused, engaging and inspiring leader, you will have significant experience in frontline customer support management covering customer operations and incident support with **SaaS products **.

You will be able to demonstrate a history of building high performing teams whilst increasing customer satisfaction, organic growth and retention.

**You will also bring**:

- Demonstrated experience using Customer Managements tools preferably SalesForce and understanding with defining support processes;
- A track record of business process improvement;
- Ability to delegate responsibilities and actions successfully to staff throughout the business;
- Experience with staff scheduling and performance tracking metrics;
- Strong analytical skills and ability to provide strategic insights for continual service improvements;
- Strong negotiation and influencing skills with evidence of engaging successfully;
- Experience in managing cross team projects to completion.

**Please note that you must have
- Full work rights in Australia
- Ability to obtain a Working with Children Check Ability to obtain an Australian Federal Police Check

**Our benefits**

**We want you to be you At Global Payments we are committed to an inclusive workplace where you can be your true self, feel supported and nurtured.**

We understand the struggle of the juggle - the balance of work and personal life can be challenging. So we offer a **flexible working **rhythm blending in-office and remote working.

Your health and wellbeing matter to us and we want you to take care of yourself, take advantage of the vast array of **wellbeing resources **we offer, use your breaks and your leave including **Birthday Leave.
We provide a first class **employee assistance program **that offers you and your immediate family members complimentary counselling on life challenges such as financial hardship and domestic matters, plus coaching support for people leaders on wellbeing matters.

We of

  • Operational Excellence Manager

    7 months ago

    Chatswood, Australia Global Payments (Beamery) Full time

    **Description**: **About Us** Through local expertise and global scale, we at **Global Payments** Oceania deliver market-leading technology solutions through five regional sub-brands — Eway, Ezidebit, **Sentral,** Pigeonhole Software and Storman. Collectively, these brands are anchored by Global Payments, a world leader in payments and software solutions...

  • Service Excellence Manager

    3 weeks ago

    Chatswood, Australia Coles Full time

    Unlock a rewarding career at Coles as a Service Excellence Manager, where you'll play a vital role in delivering exceptional customer experiences across our stores.About the companyColes is an Australian retail icon with a proud history of providing quality products and services to communities nationwide. As a leader in the industry, we're committed to...

  • Boutique Assistant Manager

    7 months ago

    Chatswood, Australia Nestle Operational Services Worldwide SA Full time

    Committed to sustainability & B-Corp certified - Quarterly Paid Bonus Incentives - Enjoy a cup of coffee while you work! Are you ready to bring a little extraordinary into your life? At **Nespresso**, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It's just the beginning of how we transform lives with...

  • Boutique Assistant Manager

    3 months ago

    Chatswood, Australia Nestle Operational Services Worldwide SA Full time

    We Inspire, we Care, we Act, and we iNnovate - Committed to sustainability & B-Corp certified - Quarterly Paid Bonus Incentives At **Nespresso,** we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better. By caring for one another, our farmers, suppliers, and the...

  • Operations Manager

    6 months ago

    Chatswood, Australia Accor Apartments & Realty Full time

    Situated within Chatswood's business and shopping district, just north of Sydney's CBD, you will find Mantra Chatswood. The property offers studio-style hotel rooms, as well as one and two bedroom apartments and a heated indoor lap pool for guests to enjoy. On your days off, enjoy the Harbour from the perspective of Sydney’s North Shore. Jump aboard the...

  • Operations Manager

    6 months ago

    Chatswood, Australia AccorHotel Full time

    Company Description The Sebel Sydney Chatswood is a luxury apartment style property which is located in the heart of Chatswood and hosts both residents and guests. The Sebel Sydney Chatswood offers business and leisure luxury accommodation, as well as multiple conferencing and events spaces, located only a stone's throw away from Chatswood Station and...

  • Retail Operations Manager

    4 weeks ago

    Chatswood, Australia CAMILLA Full time

    Store Manager Position at CAMILLA BoutiqueCAMILLA is on the hunt for a retail expert to join our Chatswood boutique on a full-time basis, who is driven, passionate and experienced in managing day-to-day operations and leading a team.As a Leading Angel at CAMILLA, you will be responsible for overseeing the boutique's daily activities, including rostering,...

  • Senior Operations Manager

    4 weeks ago

    Chatswood, Australia Bupa Full time

    Job OpportunityWe are seeking a highly skilled and experienced Senior Operations Manager to join our team at Bupa Dental Chatswood. As a Practice Manager, you will play a critical role in leading our practice team to deliver exceptional patient care and drive business growth.About the Role:Lead a high-performing practice team to achieve excellent patient...

  • Front of House Operations Manager

    4 weeks ago

    Chatswood, Australia Black Star Pastry Full time

    We are seeking a skilled Front of House Operations Manager to join our team at Black Star Pastry in Chatswood.About the RoleAs a Front of House Operations Manager, you will play a key role in leading our front-of-house operations and ensuring that our customers receive exceptional service.You will be responsible for supervising daily front-of-house...

  • Commercial Property Operations Manager

    3 weeks ago

    Chatswood, Australia DAB-Jones Lang LaSalle (NSW) Pty Ltd Full time

    Company OverviewDAB-Jones Lang LaSalle (NSW) Pty Ltd is a global leader in real estate and investment management services, empowering you to shape a brighter way forward.Salary & BenefitsWe offer an estimated annual salary of AU$95,000 - AU$110,000 depending on your experience, plus a range of benefits including access to exclusive corporate discounts...

  • Store Operations Manager

    4 weeks ago

    Chatswood, Australia Black Star Pastry Full time

    About Black Star PastryWe are a Sydney-based bakery and cafe chain, known for our high-quality pastries and exceptional customer service. Since opening our first store in 2008, we have expanded to multiple locations across the city.Job SummaryWe are seeking an experienced Store Supervisor to lead our team at our Chatswood location. As a Store Supervisor, you...

  • Retail Boutique Operations Manager

    4 weeks ago

    Chatswood, Australia CAMILLA Full time

    CAMILLA seeks a retail visionary to lead our Chatswood Boutique as a full-time employee. This role requires an individual with a proven track record in management and a passion for styling and mentoring a team.As a Leading Angel at CAMILLA, you will oversee the day-to-day operations of the Boutique, leading your team through every collection....

  • Operations & Delivery Manager

    3 weeks ago

    Chatswood, Australia FERROVIAL CONSTRUCCIÓN, S.A. Full time

    **Sobre nosotros**: **Ferrovial Construcción,** es una de las unidades de negocio del grupo **Ferrovial**, el cual cotiza de manera simultánea en tres mercados bursátiles: Estados Unidos (Nasdaq), Países Bajos (Euronext Amsterdam), y España (IBEX 35). **Ferrovial Construcción** es reconocida a nível internacional por su capacidad de diseño y...

  • Sales Operations

    6 months ago

    Chatswood, Australia PPD Search Full time

    Medical device company with friendly & supportive culture - Lead sales operations analytics, pricing and tender submissions - Work very closely with sales & marketing teams in ANZ THE COMPANY YOU WOULD BE JOINING - This organisation is a global medical technology company with over 4000 employees and they market products in more than 90 countries...

  • Store Operations Manager

    4 weeks ago

    Chatswood, Australia JD Group Full time

    Unlock Your Career Potential with JD SportsWe are seeking a highly skilled and motivated Store Operations Manager to join our team at JD Group. As an Associate Manager, you will play a pivotal role in supporting the management team to lead, develop, and inspire your team to deliver great in-store customer experiences and achieve business success.About the...

  • Global Sales Operations Manager

    3 weeks ago

    Chatswood, Australia PepsiCo Full time

    About PepsiCoPepsiCo is a global food and beverage leader with a diverse portfolio of brands, including Pepsi Max, Gatorade, and Smith's Chips. We are committed to delivering sustainable growth and value for our stakeholders while making a positive impact on the communities we serve.Job OverviewWe are seeking an experienced Field Sales Manager to join our...

  • Store Operations Manager

    4 weeks ago

    Chatswood, Australia Coles Full time

    Job SummaryWe are seeking a highly skilled and experienced Store Operations Manager to join our team at Coles. As a key member of our operations team, you will be responsible for ensuring the smooth day-to-day running of our stores.

  • Facilities Manager

    4 weeks ago

    Chatswood, Australia Global Payments Full time

    Job OverviewWe are seeking an experienced Facilities Manager to oversee the full spectrum of facilities management and business-as-usual (BAU) support for our office spaces. As a key member of our team, you will play a crucial role in ensuring the seamless operation, safety, and functionality of our offices.About the RoleSupport office expansions and...

  • Front of House Operations Manager

    4 weeks ago

    Chatswood, Australia Black Star Pastry Full time

    About Black Star PastryAt Black Star Pastry, we're passionate about delivering exceptional customer experiences and creating a fun, inclusive culture that brings together a team of highly engaged and collaborative individuals.Since opening our first boutique patisserie in Sydney's Newtown in 2008, we've become a beloved institution, famous for our Strawberry...

  • Front of House Operations Manager

    4 weeks ago

    Chatswood, Australia Black Star Pastry Full time

    Experience a dynamic and fast-paced work environment at Black Star Pastry in Chatswood, as a Front of House Supervisor. Deliver exceptional customer experiences and lead a team to success.About the Role:As our Front of House Supervisor, you'll be an integral part of the leadership team, ensuring seamless daily operations. Reporting to the Store Manager,...