Operational Delivery Lead

4 days ago

Melbourne, Victoria, Australia beBeeImplementation Full time $90,000 - $125,000
Job Title: Operational Delivery Lead

About the Role:

The successful candidate will be responsible for overseeing the operational delivery of implementation services to ensure timely and efficient delivery.

Key Responsibilities:

  • Operational Planning: Plan and manage operational activities to maintain service levels, productivity, and resourcing.
  • Critical Issue Resolution: Engage with clients to escalate and investigate issues within set timeframes.
  • Process Improvement: Implement initiatives to drive performance improvements across operations.
  • Methodology Alignment: Ensure alignment to standard processes and methodologies.
  • Talent Management: Manage talent development for associates, including onboarding, up-skilling, performance reviews, career development, feedback, and succession planning.
  • Team Facilitation: Facilitate regular team meetings and one-on-one sessions to develop strong feedback and communication channels.
  • Client Feedback: Review NPS scores and Medalia feedback, respond to clients, and create action plans to address detractor comments.
  • Issue Allocation: Allocate and manage client/employee issues logged to the implementation team.
  • Activity Monitoring: Monitor implementation activities to ensure applicable work is sent to offshore teams.
  • Escalation Point: Provide an escalation point to resolve critical implementation issues.
  • Stakeholder Education: Educate internal stakeholders on implementation best practices.
  • Implementation Support: Conduct implementations/projects as required during peak periods or capacity reasons.

Requirements:

  • Customer Service Experience: 3-5 years in a customer-facing role.
  • Senior Implementation Consultant: 2-3 years in a Senior Implementation Consultant or Senior Payroll Administrator position, Supervisor, or equivalent.
  • Talent Development: Demonstrated experience in building talent within teams.
  • Change Management: Significant experience in change management (process and culture).
  • Client Contracts: Knowledge and understanding of client contracts and Service Level Agreements.
  • Escalation Point: Demonstrable experience acting as the escalation point both internally and externally.
  • Process Creation: Experience in creating/implementing processes and policy.
  • Workload Allocation: Solid experience in workload allocation and development of schedules.
  • Coaching Models: Experience with various coaching models, as leadership & communication/feedback mechanisms.

Certifications / Qualifications:

  • Certification: Minimum Cert IV/Diploma within Business/Administration.
  • Relevant Experience: Proven relevant experience may be considered in lieu of formal qualifications.

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