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Senior Specialist, Operations and Service Delivery
2 weeks ago
Role Overview
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- This position will support a territory-based sales team in the ongoing activation and management of agent locations. You will be the go-to expert for the technical installation of new agent locations and perform training of agents in the field.">
Key Responsibilities
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- Manage the end-to-end Agent experience lifecycle management including onboarding lead times and post activation support.">
- Implement new processes to enhance service, improve cost effectiveness, improve quality, and address service issues.">
- Ensure efficiency and quality goals are met for all products and operational queues and departments daily, weekly, and monthly.">
- Directly manage day-to-day training and communication initiatives associated with network activities.">
- Increase usage of agent self-help tools to drive efficiencies.">
- Ensure service delivery and regulatory compliance within the region for networks and customers through the coordination of Agent Operations activities, Regional Operation Centers, Compliance, and business.">
Requirements
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- A minimum of 5 years' experience in retail consumer financial services/payment services or telecommunications organizations with emphasis on operations, technology and process or product management.">
- Experience is required in leading and managing large global cross-functional programs, with the ability to network and communicate across all functions and management levels.">
- Experience working with program or project management principles, tools and processes is required with emphasis on Global Retail and Digital products and technologies.">
- Detail oriented and results driven - must have a proven track record of delivering high quality results in a global environment.">
- Excellent written and oral communication skills, excellent people skills and ability to influence peers and stakeholders in business and technical roles.">
- Ability to travel within Australia and internationally (10-15%).">
- Valid driver's license.">
Benefits
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- Life / Accident Coverage">
- Superannuation Plan">
- Volunteer Leave">
