Operational Excellence Manager

7 months ago

Frankston, Australia South East Water Corporation Full time

**Who are we?**:
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage, and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

At South East Water, we believe in putting our customers at the heart of everything we do As a leader in water service and provision, we're committed to delivering exceptional experiences that exceed expectations. We're on a mission to revolutionise the way we listen, understand, and respond to our customers' voices, and we need your expertise to make it happen

**The role**:
In this newly developed role, the Operational Excellence Manager will report directly to the Group Manager Operational Excellence as part of the Customer Experience group.

You will work closely with the Customer Experience and Operational Excellence leadership teams, providing dynamic, forward-thinking leadership to enable high performing operational teams through the provision of critical support services including Workforce Optimisation, Capability, Quality Assurance and Knowledge Management. You will play a strategic role across the Operational Excellence group, working with Workforce Optimisation, Capability, Quality Assurance and Knowledge Management optimise the operational efficiency and effectiveness in of the customer-facing businesses we serve in order to deliver on key customer and employee objectives.

For a comprehensive understanding of the role, please see the position description, here.

**Who are you?**:
You are tertiary qualified and have 10+ years’ experience in operations management, enablement or shared services functional leadership or another related field. While not essential, a broad understanding of the water sector and economic regulatory frameworks will be helpful in this role.

With extensive experience leading an operational performance function within a complex and dynamic environment, ideally a contact centre or it’s enablement functions, you recognise the importance of understanding our customers. Through this work, you’ve developed your skills and understanding in workforce planning and optimisation, people capability (Learning & development) and managing interaction quality. You have analytical expertise with the ability to draw meaningful insights and trends from data sets to inform real time action to strengthen operational performance and have strong systems thinking ability.

You’re a people person, and your experience leading high performing teams allows you to build high levels of accountability and strong alignment to organisational values and performance expectations within your team.

**What's in it for you?**:

- A commitment to work-life balance with truly flexible working arrangements, including hybrid working and leave purchasing.
- 15 weeks paid parental leave for all parents and paid super on unpaid parental leave.
- Enjoy modern office facilities with panoramic beachfront views and free on-site parking and cultural leave.
- A great culture working in collaborative teams with strong work ethics, with career focused learning and development opportunities.
- The opportunity to be part of an organisation committed to environmental initiatives.

**We're for everyone**:
We do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all. We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work. But it’s our people’s collective ambition, authenticity and differences that bring our culture to life.

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life.

**Keen to make an impact?**:

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