Operational Excellence Leader

2 days ago

West Hobart, Tasmania, Australia beBeeCustomerFocused Full time $90,000 - $120,000
Job Title

Executive Leader Opportunity in Operational Performance and Innovation.

  • Drive operational performance and innovation to ensure exceptional customer outcomes.

Hobart-based executive role

Aurora Energy is a 100% local energy retailer, proudly providing electricity and gas to homes and businesses across Tasmania.

Committed to delivering practical, customer-focused energy solutions, Aurora goes beyond being just a retailer-we're deeply invested in Tasmania's future.

Passionate about our community and the environment, we proudly support local initiatives and renewable energy projects that create real, positive change for Tasmanians.

As the Chief Operating Officer, you'll champion our values as a strong customer advocate and leader of our core customer operational business unit, responsible for the end-to-end customer lifecycle for residential and small business customers.

You will lead a team across call centre, billing and credit, reporting and analytics and operational performance, encompassing frontline customer operations, credit management, business improvement, resource planning and reporting, customer advocacy and metering delivery.

Under your leadership, you will be accountable for all aspects of the customer connection to collection processes, including ensuring the provision of a high level of customer experience meeting regulatory and market needs.

Key to your success in this role will be your ability to partner with other senior leaders to identify opportunities for efficient, innovative and customer-centric services that retain profitable market share and exceed evolving customer expectations.

In addition, you will be a valued member and key contributor to our leadership team, where you actively envision our future and play a key role in leading our operations and strategic initiatives.

You will model 'We get Tasmanians' as you advocate for and lead a customer-focused team to drive, support and promote an exceptional customer experience that is contemporary and continuously improving.

To be successful in this role, you will be an experienced leader who has successfully led cross-functional operational customer teams to deliver on customer transformation and operational performance.

You will bring experience in contemporary retail operations, delivering valuable customer experience in highly competitive and regulated markets.

You will have a track record of developing and optimising large customer-focused operational teams, with a key leadership role engaging across the business to drive and execute on enterprise-wide strategy.

You will be a collaborative leader with expertise in customer operations, billing, digital, technology and data to enable improved business and customer outcomes and operational cost control.

Recognised for your people-centred leadership, commercial acumen, innovative thinking and ability to influence and enhance capability across your team, you will operate as a collaborative leader with internal and external stakeholders.

You will be an experienced change agent who has a track record of delivering efficiencies and innovation. Experience in the retail energy sector would be highly regarded.

Your customer-first approach, forward-thinking mindset, and 'together we thrive' mindset will be the driving force behind your success in this critical executive leadership role.

We are committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.

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