Operations Team Leader

4 days ago

North Sydney, Australia Equifax Full time

Equifax is where you can **power your possible **If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

This **Operations team leader **position oversees a business support servicing team who assists our B2B customers with various products and services. They provide support for existing customers, helping them navigate our platforms and resolving any issues they encounter. The team handles both phone calls and inquiries, prioritising tasks with quick turnaround times. The Operations Team Leader - oversees the team's daily operations, which involve workforce planning, coaching, managing escalations, driving continuous improvement, and collaborating with the Client Services team to enhance customer engagement and utilise available platforms effectively.

**What you’ll do**
- Ensure efficient and effective team operations with robust performance measurement tools
- Implement initiatives for streamlined processes and enhanced performance in Financial Viability and Rating Services
- Contribute valuable insights to projects, particularly in Lean methodologies and Product Roadmap initiatives
- Support operational requirements for various projects
- Participate in User Acceptance testing for new products, services, or systems
- Contribute to the development of short and long-term business plans while providing guidance in process improvement, people capability, and organisational support
- Generate regular reports showcasing team performance on a daily, weekly, and/or monthly basis
- Foster a customer-centric culture within the team, maximising the utilisation of available resources

**What experience you need**
- Minimum of 5 years' customer service/management experience, with 3-5 years in a related workforce role
- Proven ability to engage directly with customers, setting clear service management expectations
- Strong leadership skills to motivate, manage, and provide feedback, fostering a culture of excellence
- Experience in service level management and reporting
- Proficient in organising work allocation for optimal productivity
- Sound knowledge of business process reengineering
- Exceptional analytical skills to extensively analyse business processes and workflows

**What could set you apart**
- Project and or Incident Management experience _(desirable) _
- Process improvement experience _(preferred) _
- Demonstrated ability to be continuously curious, willing to challenge the status quo

We believe that when we’re at our best, we can do our best. Equifax offers policies and programs that support our employees’ financial and personal wellbeing with additional leave days, hybrid working environment, employee assistance program and organisational growth potential through our online learning platform with guided career tracks.

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin or disability.

**Who is Equifax**

As a global data, analytics, and technology company, we play an essential role in the economy by helping consumers, companies and government agencies make critical decisions with greater confidence. Our unique blend of differentiated data, analytics, and technology lets us create the insights that power decisions to move people forward.

With the global power of over 13,000 dedicated, smart, and passionate team members, we help people live their financial best.

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