Operations Manager
3 weeks ago
**Operations Manager - Vulnerability**:
**Job no** 507581
**Work type** Full Time Permanent
**Location** Victoria
**Categories** Customer Services, Call Centre, Project Management
**Purpose of the Role**
The Vulnerability team within our Credit Management and Optimisation team, plays a key role in executing our EnergyAssist Program to ensure that we support vulnerable customers in keeping their power on. In this senior leadership role, you will be responsible for the delivery on our strategic programmes in management of our vulnerable customer base and collection of debt. This role will lead the continuous improvement in day-to-day operations of the EnergyAssist teams and build ‘best practise’ programmes that provide effective customer restoration, community-based support and has robust debtor management strategy.
Key deliverables include
- Develop and deliver key strategic change projects that improve programs of work, systems processes, debtor management and training that support the EnergyAssist program and the wider vulnerable customer base
- Supporting the business with data and root cause information that enable accountable functions across the company to improve their business to deliver better customer and corporate outcomes
- Develop and implement strategies to ensure compliance and obligations are met
- Providing leadership to Team Leaders and Consultants that drives high performance and delivers all key business measures and supports customers and business needs
You must also bring excellent analytical skills, executing operational and strategic plans and driving improvements.
As a leader you are known to your peers as exceptional, someone with highly developed interpersonal skills which enables you to engage, influence and inspire others to achieve desired results. You are commercially astute and can demonstrate achieving results through combining your creativity, attention to detail and problem-solving skills.
Other skills and attributes we look for include
- Experience in Leadership roles managing large teams
- Experience in Call Centre management, understand call centre analysis, forecasting an statistical methods
- Proven track record in driving business performance through strategic competence
- Genuine desire to learn Hardship and Credit Collections market in Australia - challenges, trends, competitive and & regulatory environment
- We’re committed to providing an inclusive culture so our employees can bring their whole selves to work and have a sense of belonging. From our PRISM network that creates a positive culture for LGBTQ+ employees to our Reconciliation Action Plan that has commitments to strengthen relationships with Aboriginal and Torres Strait Islander people and organisations, it’s a workplace where everyone’s welcome._
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