Business Process Leader

1 month ago

North Sydney Council, Australia Equifax Full time

Job Summary:

The Operations Team Leader – Servicing is responsible for the day-to-day management of the Business Support Servicing team. This includes workforce planning, coaching, development planning, escalation management, continuous improvement, change, and working with the Customer Success team to drive improved customer engagement and optimize the use of available platforms/tools.

Key Responsibilities:

  • Manage and lead a team of customer service representatives to ensure excellent customer experience and high-quality service delivery.
  • Develop and implement business process improvements to increase efficiency and productivity.
  • Collaborate with the Customer Success team to drive customer engagement and retention.
  • Provide coaching and development planning for team members to enhance their skills and performance.
  • Manage and resolve customer complaints and issues in a timely and professional manner.
  • Develop and maintain relationships with internal stakeholders to ensure seamless communication and collaboration.
  • Monitor and analyze key performance indicators (KPIs) to measure team performance and identify areas for improvement.

Requirements:

  • Minimum five years' experience in customer service/management and 3-5 years' experience in a related role.
  • Direct customer interactions and working with customers to establish service management framework expectations.
  • Proven ability to lead, manage, motivate, and provide feedback to staff to develop a culture of excellence.
  • Experience providing 1-1 coaching, group training, and working on individual development plans with direct reports.
  • Service level management and reporting.
  • Skills in planning and organizing work allocation and output.
  • Strong analytical skills with a demonstrated ability to extensively analyze business processes and workflows.
  • Previous experience in designing new processes, understanding drivers for change, and articulating high-level IT requirements.
  • Ability to establish effective working relationships with clients and business representatives.
  • Ability to influence customers.
  • Facilitation skills to ensure wide understanding and buy-in to business processes.
  • Exceptional interpersonal skills.
  • Planning and organization skills.

Preferred Qualifications:

  • Project Management experience.
  • Incident Management experience.

About Equifax:

Equifax is a global data, analytics, and technology company that helps employers, employees, financial institutions, and government agencies make critical decisions with greater confidence. We believe knowledge drives progress and work to create seamless and positive experiences during life's pivotal moments. We are an Equal Opportunity Employer and welcome talented team players to join us as we help people live their financial best.

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