Operational Leadership Position

3 days ago

Melbourne, Victoria, Australia beBeeLeadership Full time $100,000 - $130,000

Job Title: Operational Leadership Position

About the Role:

This key leadership role is responsible for overseeing the implementation team and associated activities to ensure timely and efficient delivery of services to clients across various market segments.

Main Responsibilities:

  • Operational Planning: Manage operational activities, maintain service levels, productivity, and resource allocation to meet business needs.
  • Clients Management: Engage with clients to resolve issues within set timeframes, ensuring high-quality client experience.
  • Process Improvement: Identify and implement process improvements to enhance performance across the operation.
  • Mentorship and Development: Oversee talent management for associates, including onboarding, upskilling, performance reviews, career development, and succession planning.
  • Team Collaboration: Facilitate regular team meetings and one-on-one interactions to foster strong feedback and communication channels, maintaining associate engagement.
  • Client Feedback: Review NPS scores and Medalia feedback, respond to clients, close detractors within allocated timeframes, and create action plans to address comments.
  • Issue Resolution: Allocate and manage client/employee issues logged to the implementation team, monitor implementation activities, and provide an escalation point for critical issues.
  • Project Execution: Conduct allocated implementations/projects as required, working with internal teams to ensure smooth transitions to 'go-live' for new clients.
  • Technology Advancement: Stay updated on technology developments affecting implementation team processes.

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