Chief Operations Executive

2 weeks ago

Sydney, New South Wales, Australia beBeeOperations Full time $185,000 - $225,000
Service Delivery Manager

This position is accountable for overseeing a diverse range of operational activities including customer service, collections, hardship, complaints, quality and learning, and process improvement.

Key Responsibilities:
  • Team Leadership & People Management: Provide day-to-day guidance and coaching to direct reports who lead functions across the servicing lifecycle.
  • Service Delivery & SLA Management: Ensure key operational metrics and SLAs are consistently met.
  • Collections & Hardship Oversight: Ensure responsible and compliant collections and hardship processes are maintained.
  • Quality Assurance & Training: Oversee QA frameworks and learning programs to ensure consistency in service delivery.
  • Process & Continuous Improvement: Collaborate with functional leads to identify, prioritise, and implement improvements in processes, documentation, and ways of working.

The ideal candidate will have proven experience in operations and servicing management, leading multi-functional customer service teams within financial services, fintech, or other regulated industries. They will also possess strong knowledge of customer service, collections, hardship, and complaints handling processes, as well as familiarity with Australian credit and collections regulations.

The Service Delivery Manager will report directly into the Chief Operating Officer and will be part of a dynamic and innovative business that seeks to recruit smart and capable people who can take ownership of their role to help the business thrive.

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