Operations Support Team Leader

3 weeks ago

Melbourne, Victoria, Australia Afterpay Full time
About the Role

We are seeking a highly motivated and experienced Operations Support Team Leader to join our team at Afterpay. As a key member of our operations team, you will be responsible for leading and mentoring a team of approximately 13 people, driving strong customer service strategies, and ensuring timely and fair outcomes for our customers.

Key Responsibilities
  • Develop and implement customer service strategies to ensure internal and external stakeholders are supported
  • Manage and monitor workflow, incoming requests, and queue management to provide a supportive customer experience
  • Investigate, manage, and resolve customer requests and complaints in accordance with policies and procedures
  • Monitor quality, productivity, and service standards of the team to ensure SLAs are met
  • Support the creation and implementation of projects and strategies to drive business growth and improvement
Requirements
  • Minimum of 2 years experience as a leader in Collections, management of vulnerable customers, and liaising with Financial Counselors
  • Sound knowledge of Debt Recoveries and proven delivery of performance against targets
  • Strong knowledge and understanding of all relevant legislation, including Debt Collections Guidelines, BNPL Code, NCCP, and Australian Privacy Principles
  • Data Analysis and Insight capability, with proven examples of ability to identify and understand process trends/themes and formulate meaningful insights
  • Experience managing a team within an Omnichannel environment and strong digital experience (Email, messaging, and social media channels)
  • Self-driven team player with a logical thinker who can work in a fast-paced and challenging environment
About Us

Afterpay is a global technology company with a focus on financial services. We build tools to help more people access the economy. Our mission is to power an economy in which everyone wins. We are committed to delivering positive outcomes for our customers and are proud to be an equal opportunity employer.

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