Customer Support Operations Manager

4 days ago

Melbourne, Victoria, Australia beBeeLeadership Full time $100,000 - $120,000

Are you a passionate and compassionate leader seeking to make a difference in the lives of customers? We have an exciting opportunity for a Lead role within our Customer Support Hub and Indigenous Customer Support Line.

This is a unique chance to drive engagement, motivation, and operational excellence across a team of specialized professionals. As a Lead, you will be responsible for ensuring that team members manage cases in a timely manner, simplify complex processes, and deliver exceptional customer experiences.

We are looking for someone with strong leadership skills, who can work closely with a wide range of teams and stakeholders, actively developing relationships and identifying business and process improvement opportunities. Experience in leading operational teams, managing change, and embedding operational improvements is essential.

You will also need to possess effective problem-solving skills, knowledge and understanding of business and retail financial products, as well as related banking regulation. Strong communication skills, a good understanding of customer needs, and a strong work ethic are also required.

This role offers a rewarding career path, where you will make a real difference for our customers and communities. You will be part of a diverse and inclusive workplace, where everyone feels valued and appreciated for being their authentic selves.

Key Responsibilities:

  • Drive engagement and motivation across a team of specialized professionals.
  • Simplify complex processes to deliver exceptional customer experiences.
  • Work closely with a wide range of teams and stakeholders to develop relationships and identify business and process improvement opportunities.
  • Manage cases in a timely manner, ensuring all escalations are handled effectively.
  • Maintain risk mitigation and ensure regulatory compliance obligations are adhered to.
  • Identify process improvement areas to uplift existing processes and procedures.

What We Offer:

  • A rewarding career path with opportunities for growth and development.
  • A diverse and inclusive workplace culture.
  • A comprehensive benefits package, including support for cultural responsibilities and access to our First Nations Employee Network.

About Us:

We are a forward-thinking organization dedicated to delivering exceptional customer service with empathy and understanding. Our vision is to create a reconciled Australia, where First Nations peoples have equitable access to finance and employment, and where all Australians work together to build healthy, inclusive, and sustainable communities.

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