Customer Operations Leader

4 weeks ago

Sydney, New South Wales, Australia Transurban Full time

Transurban's commitment to innovation and customer satisfaction is evident through its solutions that transform transportation challenges. The Customer Solutions and Australia Markets Partnering (CS & AMP) division plays a pivotal role in this mission by improving the customer experience.

About the Role

This position contributes to the success of Customer through day-to-day leadership of the Transurban Customer Payments and Operations team. As the Second-in-Command (2IC) to the Senior Manager of Customer Payments and Operations, you will oversee customer billing and operational functions, ensuring accuracy and completeness through robust process and system controls.

In this hands-on leadership role, you will leverage data to drive positive business outcomes and effectively manage risk. You'll play a key role in gathering insights to enhance efficiency and support informed decision-making while staying ready to pivot and execute essential decisions.

Working within a national framework, your deep understanding of state-specific nuances will be vital in delivering best-in-class service. Your leadership will also be key in managing workflow and capacity, fostering optimal outcomes across cost, service, and quality.

Key Responsibilities

  • Hands-on management of work prioritization, intra-day monitoring of productivity / service levels.
  • Deliver productivity and service level consistency through short and longer-range resource planning.
  • Demonstrate curiosity in diving deep into supporting data to proactively uncover potential issues / opportunities.
  • Monitor the underlying control environment and undertake periodic Quality Assurance testing.
  • Support incident root cause investigation and management.
  • Promote a culture of compliance awareness, risk management, and control throughout the function.
  • Provide in-depth analysis and recommendations to improve operational performance, customer experience, and minimize financial, operational, and regulatory risk.
  • Identify and implement appropriate reporting controls for the CS&OE function to enable opportunities for improvement to be identified.
  • Active oversight of daily operations performance metrics, across the detail and diving deep into data to proactively uncover potential issues / opportunities.
  • Establish and regularly review team priorities, performance objectives, and provide ongoing coaching and feedback to team members.

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