Head of Operations

8 months ago

Melbourne, Australia u&u Recruitment Partners Full time

Who are u&u?

Who are we partnering with?

u&u are partnering with a well-known financial services organisations newly created subsidiary. The client are seeking a dynamic and experienced professional to join as the Head of Operations for this pioneering initiative. The Head of Operations role will play a pivotal role in setting up and providing leadership and direction to the operations function of the organisation. This includes overseeing claims management and contact centre operations, ensuring alignment with their goals and objectives. The role will also deal with service complaints and oversee management of the information technology function. The focus will be to optimise the customer experience, ensuring accessible, efficient and economical management of claims.

Reporting to the CEO of the subsidiary, this is a unique opportunity to lead a small but dedicated team with two direct reports, including a Customer Claims Officers and will initially oversee a significant contingent workforce to support the initial expected demand.

What are the key duties?

Lead the management of claims handling services;
Lead the strategy development, planning and measurement of performance metrics;
Lead, manage and develop staff;
Manage third-party providers in line with service level agreements;
Manage the customer experience, including escalations as appropriate;
Manage customer and stakeholder relationships; and

Lead management and external reporting.

**Experience that would set you up for success**:
Extensive senior leadership/executive management experience;
Experience in developing and enhancing new systems and processes and introduction of continuous improvement processes;
Experience in establishing and leading back-office operations;
Experience in developing, implementing and refining a customer focused experience;
Demonstrated results in establishing a quality assurance framework;
Strong understanding of regulatory frameworks and compliance requirements related to compensation schemes would be highly desirable;
Results focused with a breadth of experience across a range of corporate functions;
High problem-solving skills with the ability to keep complex issues simple;
Demonstrated high level communication, interpersonal and presentation skills; and

Relevant tertiary qualifications.

Please submit your resume in Word format only.

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