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National Operations Manager

3 months ago

Melbourne City Centre, Australia Recoveriescorp Full time

**Job no**: 493068
**Work type**: Full-time
**Location**: Suva, Melbourne CBD
**Categories**: Collections

Fiji is quickly establishing itself as a premier destination for offshore contact centres. Our custom-built contact centre, located in Suva, has experienced significant growth to become a prominent operator in the area. The centre has been recently developed to increase the capacity to align with the company’s growth aspirations.

Working as the National Operations Manager, reporting to the Head of Operations - Offshore, you will be responsible for leading the offshore contact centre operation of 400 people. You will focus on operational performance, maintaining strong operational client relationships and implementing strategies to increase engagement and retention with local culture in mind. You will work closely with the offshore and onshore leadership teams to ensure alignment to the Groups strategic direction.

**In this role you will;**
- Lead the contact centre operation with clear communication of vision and purpose
- Develop and implement data driven strategies with a focus on performance, engagement and retention
- Build and maintain client relationships, managing accounts efficiently and effectively
- Continually evaluate systems, processes and procedures and implement change that will improve productivity, performance and the overall employee experience
- Mentor and coach direct reports to build leadership and operational capabilities
- Deliver prompt and relevant monthly, quarterly and annual reporting

**What you’ll bring;**
- Experience leading contact centre operations, ideally offshore
- Willingness to relocate and live in Suva, Fiji
- Willingness to align working hours to the Australian operation
- Experience working with and accepting diverse cultures

**What’s in it for you?**

Working with recoveriescorp, you will receive a salary between $140k to $150k + superannuation, paid serviced accommodation and local travel, immigration and relocation support and local health insurance.

You will have autonomy and accountability in your role to support and drive the continued growth of the offshore operation, be part of a positive and vibrant workplace and have the opportunity to experience and immerse yourself into local Fijian culture.

Your weekends can be spent connecting with oversees groups living locally, exploring the islanders of Fiji and taking advantage of beautiful beaches and local cuisines.

**“We are a **2024 Circle Back Initiative Employer - we commit to respond to every applicant."**

**How the process will work**

This role has numerous factors to consider on both sides. For that reason, we want to ensure the process runs smoothly.
- Advertising period to close **19th July**:

- For transparency, we aim to have first round interviews completed by **26**th** July**, with second round interviews wrapped up by **02**nd** August.**:
**About Recoveriescorp**

Recoveriescorp has been operating in the contact centre space for over 30 years. Our mission is to help communities build financially sustainable futures through successful and socially responsible credit experiences and we’re pleased to see our people live this mission everyday

We understand that in order to achieve our mission, we must engage a workforce that represents the diverse communities and customers we support across Australia and New Zealand.

**Advertised**: 21 Jun 2024 AUS Eastern Standard Time
**Applications close**: