Senior Operations Manager
6 days ago
**About the Company**
Transurban is a company that creates city-sized solutions to solve pressing transport challenges. We operate safer, smarter, and more sustainable roads to make a difference in the lives of our customers.
We are seeking a Senior Manager, Customer Service Operations who will join our innovative team and contribute to delivering an exceptional experience to our customers. The successful candidate will have a strong background in leadership, operations management, and customer service.
The day-to-day responsibilities include:
- Leading the customer-facing function across both onshore and offshore customer service
- Identifying opportunities for digitisation and reduction of low-value transactional enquiries
- Managing and optimising processes and resources which support customer service
- Working with Projects & Change to support major business initiatives across functions involving planning and analysis activities
- Driving and leading continuous improvement and simplification across Customer Service
This role will suit someone with a curious mind and transferrable skills and experiences, including:
- At least 10 years of leadership experience in a Customer operational environment
- Extensive experience in engaging and leading teams, developing people, planning resources, and operations management
- Significant experience in managing high-volume transactional enquiries through both digital and assisted channels
- Strong business planning, analytical, and process improvement skills
- Strong team building and motivational skills
- Experience managing an outsourced Customer Service team
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