Senior Operations Manager

6 days ago


Melbourne, Victoria, Australia This is an IT support group Full time

**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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